IT Service Desk-Mobile

Provide quality on-site support to clients. When not on mobile assignments, take service desk tickets and resolve. Assist with developing policies and procedures governing how to troubleshoot IT issues at client sites, including identification, documentation, distribution, and resolution. May assess new products or services and suggest enhancements to senior management. Relies on extensive knowledge and professional discretion to achieve goals. Significant ingenuity and flexibility is expected.
Responsibilities:
Responsibilities include but are not limited to:
1. Travel to various client locations to perform onsite work on computer and network hardware and/or software. 2. Troubleshoot and solve support tickets while onsite at client location.
3. Communicate with client contact to make necessary decisions and ensure satisfaction.
4. Install/replace/repair hardware and software, as necessary.
5. Assist with deployment of new workstations and user onboarding as assigned by Team Lead.
6. Back up all client data in effort to ensure no data is lost and have the ability to get back to where the client started, never create a worse than when arrived situation.
7. Make suggestions to Team Lead regarding upgrades or changes which could enhance the clients’ network/system and/or further allow for an enhanced overall client experience.
8. Develop policies and procedures governing how to troubleshoot specialty issues, including identification, documentation, distribution and resolution.
9. Rely on industry knowledge and professional discretion to achieve goals.
10. Follow up with vendors or internal team members as needed for completion of issues. Job Description – Service Desk Mobile
11. Assist service desk as needed to effectively resolve tickets.
12. Field telephone calls, email communication and support tickets regarding computer hardware and software. 13. Reinforce image and professionalism of the Executech Managed Services team and the organization.
14. Effectively communicate with internal and external contacts at all levels.
15. Promptly enter time into timesheets, tickets, expense reports and all other required documents.
16. Perform other duties as assigned or otherwise identified.
Knowledge, Skills, and Qualifications:
• 5-7 years’ experience and bachelor’s degree in related area, preferred.
• Current CompTIA A+, or Network+, or Security+ certification, or the ability to obtain certification within 6 months of hire date.
• Knowledge of office equipment (copiers, fax, printers, etc.).
• Excellent organizational, written, and verbal communication skills necessary.
• Proficient with network troubleshooting and topologies.
• Professional, pleasant, and patient in demeanor, exceptional customer service.
• Valid Driver’s License. • Must have demonstrated maturity in judgment and ability to provide guidance to others.
• Must be flexible, prioritize workload, able to manage multiple tasks, and have strong diligence.
• Ability to be exceptionally self-reliant and self-directed; Possess the ability to work with minimal supervision.
• Regular attendance and timeliness
• Ability to effectively handle stress and pressure consistent with the job duties and industry.
• Proficiency in Microsoft products such as Windows Desktop OS and Office Product Suite.
• Ability to work after hours and weekends, as needed.
• Intermediate networking knowledge including LAN, WAN, and wireless configuration, primarily for endpoint support.
• Ability to make decisions with sound judgment, based on expertise and experience.
• Proficiency in remote administration and troubleshooting of desktop PCs.
• Experience in Active Directory configuring user and computer accounts.
• Cross-platform experience (i.e. Windows, Linux, Solaris, OSX, UNIX, etc.).
• Experience supporting VMware VDI (Virtual Desktop Infrastructure).
Typical Working Environment:
Work in a temperature-controlled office environment
Low to Moderate noise levels consistent within an office environment; staff, phones, collaborative dialogue
Equipment/Tools used:
Computer
Multi-function printer/scanner
Hand Tools
Desk Phone/cell phone
Battery Powered Tools
Hand Truck
Physical Demands: Constantly talk, hear, sit, use keyboard/ten key, fine dexterity with hands and repetitive hand motion. Frequently lift and carry up to 20 lbs., push/pull up to 20lbs, reach outward, walk-normal surfaces, grasp, and hold. Occasionally lift and carry between to 21-50lbs., push/pull between 21-50lbs, reach overhead, kneel, climb, and stand. Rarely lift and carry 51+ lbs., push/pull 51+ lbs., squat, crawl, walk-slippery surfaces, walk-uneven surfaces, and bend.
The above statements are intended to describe the general nature and level of work being performed by those assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. Management reserves the right to reassign and alter the job description as dictated by business necessity and evaluate reasonable accommodations