Deskside Services Technician

Deskside Services Technician
Los Angeles, CA
Job Description/ Responsibilities:
A typical day/week looks like you are monitoring intake channels (phone calls/texts/emails/slack/SNOW tickets) to quickly respond to any question or problem our users have with technology. You will work face to face to assess the situation, apply your skills with the knowledge of our environment to resolve or escalate to get a resolution and restore service or provide the information. Deskside support technicians offer customer service, problem-solve computer issues, provide hardware and application support, install software upgrades, create, and maintain documentation, etc.
This role requires 2 to 5 years of Experience in Maintaining, analyzing, troubleshooting, and repairing hardware and computer systems is the job of deskside support. Tech-savvy people who are self-motivated enough to provide consistent customer support with minimal supervision will thrive in this role. On any given day, deskside support professionals perform on-site or remote servicing, repair, and installation of computer hardware, software, and networks. Most deskside support professionals work full time in an office environment. However, many do not work common nine-to-five hours. Due to their vital role in supporting businesses 24/7, they may be required work nights or weekends.
Essential Skills:
• Expertise in supporting End User Computing hardware and software (Windows and MAC), including laptops, desktops, mobile phones, tablets, printers, MS Office, Remote Access, Video Conferencing, and VDI.
• Experience in documenting, tracking, and monitoring the incidents and problem(s) to ensure a timely resolution in ServiceNow, Remedy or similar ticketing systems.
• Must have deep subject manner expertise in hardware, peripherals, and enterprise software support, reimage and data migration, break-fix, international travel support, device back-up and restore, mobility, email, IMACs (installs, add, moves and changes) and ad-hoc support for technology users.
• Experience using ARS, Active Directory, SCCM, JAMF, Nexthink, and similar tools to support first contact resolution
• Experience in the full lifecycle of end user devices, including provisioning, monitoring, remote managing, re-imaging, de-provisioning, and retiring.
• Must be able to manage and organize your own workload and utilize your resources to ensure the Executive issues and requests are resolved.
• Proven ability to learn quickly and utilize latest technologies to develop and implement superior solutions in a high-pressure environment
• Experience following policies and guidelines on security and confidentiality
• Focused team player with strong ability to provide independent leadership for successful project outcomes and achievement of desired objectives
• Being a deskside position, it is expected the willingness to carry device boxes and moves
• Excellent communication, interpersonal and analytical skills
• Must be able to communicate the concept behind the problem/resolutions to Nike Executives
• Applies best practices and knowledge of internal/external business challenges to improve processes and services
• Experience performing system administration responsibilities within an enterprise environment.
• Experience supporting end to end technology services and solutions
• Experience supporting Audio Video Conferencing technology and Live Meeting Streaming
Required Qualifications:
• Bachelor's degree in Computer Science or related field or +2 years' additional experience
• 5+ years' experience in a Deskside Support role with at least 3 years face to face support.
• 5+ years supporting MAC and Windows platforms
• Expertise with MS Office suite, including Outlook
• Tier 2+ level networking skills (VLANs, DHCP, DNS)
• Experience providing support within a Fortune 500 global company
• Experience supporting C level executives
Preferred Qualifications:
• Industry Certifications like A+ and ACMT
• Desktop Support or Customer Service Certifications
• ITIL Foundations Certification
• Baseline OEM Certs / Hardware Repair Certs
• Experience with Service Now ITSM Tool Suite
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.