Deskside Support Technician

Principle Duties and Responsibilities

• Provide technical assistance to corporate computer users.
• Answer questions or resolve computer problems in person, via telephone, or electronically.
• Keep abreast of new product lines relative to Lids standards. Evaluate new products and make recommendations on hardware standards for LIDS Corp and Stores.
• Work with current and potential service (warranty or out of warranty repair) and equipment secondary market/decommission vendors to establish best pricing and services.
• Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Performs computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
• Processes timely and accurate information to ensure compliance with vendor warranty requirements.
• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.

• Configure & Deliver Corp IT Equipment as needed.
• Assists the IT Depot in diagnosing and troubleshooting IT equipment
• Interface with all departments, as requested, to fulfill IT hardware needs.
• Support and adhere to all company policies, procedures, and guidelines.
• Provide excellent customer service as outlined in the HW&L policy manual.
• Maintains and updates work order tickets in ITSM tool
• Completes all Dell warranty work responsible for gathering and documenting equipment needing repair, coordination of work to be completed with Dell and return of repaired equipment to active inventory.

• Associates Degree (Bachelor’s preferred) in a computer related curriculum preferred. A minimum of 3 years experience supporting and maintaining various computer hardware and desktop software.
• Strong problem solving and communication skills.
• Knowledge of the following hardware devices and internal components:
  • Personal Computer and Laptops: CPU, Keyboard, Monitor, Mouse
  • Peripherals:
    Scanners, Check readers, Receipt Printers, Laser Printers, RF-Guns, PDA, Modems, Monitors
  • Audio/Visual Products
• Knowledge of Window Operating Systems and the Microsoft Suite, IT Systems (Track IT).