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Desk Side Support Technician II

Ascent

Job Description

Deskside Support Technician
Seattle, WA
1+ year contract
$25-$32
 
The Desk Side Support Technician II provides support for internal and external staff that are escalated from the call center support technicians. Support is provided using the phone, email and remote tools. In some cases, the technician will need to provide personalized desk side service to customers in office or lab environment. Candidates must have a mix of technical and customer service skills and be passionate about technology and helping people. This is a highly dynamic and interactive position that requires communication with a wide variety of users across our organization. The technician will exercise judgment within generally defined procedures and practices to determine appropriate actions.

Basic Function/Responsibilities:
  • Tier 2 Hardware and software support for remote and internal employees through remote access, phone or desk side visit
  • Tier 1/Tier 2 Hardware and software support for lab computers
  • Create work orders in a helpdesk system, dispatch work orders to other support technicians and IT groups
  • Assess and escalate serious or unusual problems to the appropriate IT group for resolution
  • Windows 7 and 10 Support in a network environment
  • Diagnose and support hardware failures, operating system, application issues and network connectivity
  • Provide work order status reports and metrics to management
  • Monitor help desk workload and prioritize work orders effectively
  • Develop, test and implement solutions to problems detected during troubleshooting
  • Assess training needs and develop new training or self-help materials
  • Manage user accounts and phone accounts
  • Follow standard operating procedures, create and revise documentation as needed
  • Mobile device support including set up, deployment and support
  • Update inventory records for end users, hardware and software
  • Monitor, diagnose, repair and run preventative maintenance on computers
  • Provide in depth customer training and training materials
  • Hardware and software ordering
  • Working with other team member on projects
  • Ordering computing peripherals
  • Working with vendors
  • Off hours On-Call support when scheduled
 
Required Experience:
  • 3+ years call center or helpdesk supporting users internal and remote
  • 3+ years supporting mobile devices and computer hardware
  • 2+ years supporting lab computing environment
  • User account management
  • Proficient with technical writing and end user training
  • Remote support tools proficiency
  • Strong customer service and advanced troubleshooting skills
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • A+/MS certification or comparable (preferred)
  • Associate’s or Bachelor’s degree (preferred)

Job Requirements

 
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Job Snapshot

Location US-WA-Seattle
Employment Type Contractor
Pay Type Hour
Pay Rate N/A
Store Type IT & Technical, Other

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Terms & Conditions
Snapshot
Ascent
Company:
US-WA-Seattle
Location:
Contractor
Employment Type:
Hour
Pay Type:
N/A
Pay Rate:
IT & Technical, Other
Store Type:

Job Description

Deskside Support Technician
Seattle, WA
1+ year contract
$25-$32
 
The Desk Side Support Technician II provides support for internal and external staff that are escalated from the call center support technicians. Support is provided using the phone, email and remote tools. In some cases, the technician will need to provide personalized desk side service to customers in office or lab environment. Candidates must have a mix of technical and customer service skills and be passionate about technology and helping people. This is a highly dynamic and interactive position that requires communication with a wide variety of users across our organization. The technician will exercise judgment within generally defined procedures and practices to determine appropriate actions.

Basic Function/Responsibilities:
  • Tier 2 Hardware and software support for remote and internal employees through remote access, phone or desk side visit
  • Tier 1/Tier 2 Hardware and software support for lab computers
  • Create work orders in a helpdesk system, dispatch work orders to other support technicians and IT groups
  • Assess and escalate serious or unusual problems to the appropriate IT group for resolution
  • Windows 7 and 10 Support in a network environment
  • Diagnose and support hardware failures, operating system, application issues and network connectivity
  • Provide work order status reports and metrics to management
  • Monitor help desk workload and prioritize work orders effectively
  • Develop, test and implement solutions to problems detected during troubleshooting
  • Assess training needs and develop new training or self-help materials
  • Manage user accounts and phone accounts
  • Follow standard operating procedures, create and revise documentation as needed
  • Mobile device support including set up, deployment and support
  • Update inventory records for end users, hardware and software
  • Monitor, diagnose, repair and run preventative maintenance on computers
  • Provide in depth customer training and training materials
  • Hardware and software ordering
  • Working with other team member on projects
  • Ordering computing peripherals
  • Working with vendors
  • Off hours On-Call support when scheduled
 
Required Experience:
  • 3+ years call center or helpdesk supporting users internal and remote
  • 3+ years supporting mobile devices and computer hardware
  • 2+ years supporting lab computing environment
  • User account management
  • Proficient with technical writing and end user training
  • Remote support tools proficiency
  • Strong customer service and advanced troubleshooting skills
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • A+/MS certification or comparable (preferred)
  • Associate’s or Bachelor’s degree (preferred)

Job Requirements

 
Desk Side Support Technician II Apply now