Desk Side Support

Job Title: Desk Side Support

Location: Waco, TX 76712 - Onsite

Position Type: Contract

Principal Responsibilities:

• Provide comprehensive technical support services to the Client s onsite personnel, customers and service providers. Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
• Replicate and resolve customer incidents in the software & hardware environment.
• Maintain incident management system with up to date information on ticket progress
• Self-monitoring of tickets to insure proper escalation and resolution of incidents consistent with the agreed SLA s.
• Follow established Asset Management processes
• Provide setup and support services for conference rooms.
• Provisioning and deployment of internal VoIP telephones
• Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.
• Documenting customer interactions within the ticketsto be inclusive of accuracy, thoroughness and timeliness.
• Effectively communicate with Deskside Management Team in regards to asset management, break/fix or Service Desk related processes (build a proactive environment)
• Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
• Carries out responsibilities in accordance with the organization s policies, procedures, and state, federal and local laws
• Ensures compliance with all company policies and procedures, including safety rules and regulations
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues
• Assess reported issues and as necessary work directly with Client s service providers for escalation and timely issue resolution.
• Perform customer support related tasks and special projects as assigned by management.
• Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
• Must be able to lift desktops, laptops, monitors, printers and other IT related equipment
• Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
• Mentor other Deskside Support Technicians as required.