Deskside Support Technician L1.5

Full-time Contract (W9) Position
Location: Springfield, TN
Hours: 40 hrs per week
IMMEDIATE HIRE OPPORTUNITY
Duration: 1-year min

1+ years in helpdesk services or recent grads are welcome

Onsite IT Services

Job Description:

**Must be a positive person with a friendly personality and helpful disposition. Good listener, problem-solving skills, and excited to join our team**

Deskside Support Activities:

- Level 1.5 troubleshooting mainly related to desktop/laptops/printers/OS/network equipment/servers/data cabling, mainstream & custom software applications.

- Windows OS's Expertise including Windows Migration (from Win7 thru Win11)

- Experience with PC Imaging

- Perform IMAC services (install, move, add, change) as needed

- Assist with roll-outs as per Client manager's instructions (some travel may be required)

- CA Service Desk experience a plus

- Respond to client queries via inbound calls, emails, chat, and web tickets onsite at the client's Springfield, TN location.

- Interact with local staff (all users at this site) requirements and senior management in a courteous and professional manner.

- Work with offsite Service Desk and Network Engineers as their local onsite tech to address unlimited service tickets

- Logging incidents in ticketing system and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.

- Update users about request status and close requests when users are satisfied with solutions

- Ensure adherence to client processes/policies level 1 to L1.5 IT support is mainly related to helpdesk support/laptops/printers/OS, Network Hardware, mainstream & custom applications.

Roles & Responsibilities:

Onsite IT Support

- Level 1.5 technical troubleshooting & support experience

- Support offsite Service Desk, Network Admins, Network Engineers, and IT department, in general, to support local network and user activities as needed

- Support an unlimited number of tickets ranging from general desktop/laptop support, printer support, network support including data cabling experience.

- Use client ticketing tool (CA Service Desk), experience with ticketing tools.

- Hardware support & repairs (desktop/laptop/printers/etc.)

- Printer/scanner support (networking, troubleshooting, repair)

- Network equipment support (racks, servers, patch panels, switches, routers, wireless access points, UPS's, DVRs, cameras, timeclocks, etc.)

- Low-Voltage Data Cabling support (e.g. Cat5/Cat6/Coaxial {not fiber optic}, run cables, terminate w/ RJ45's, patchwork)

- Experienced with remote and team collaboration software (e.g. TeamViewer, MS Teams, Zoom, Skype, etc.)

- Windows OS's Expertise including Windows Migration (from Win7 thru Win11)

- Experience with PC Imaging

- Support AV (audiovisual) client requirements (e.g. video conference rooms, TVs, monitors, etc.)

- MS Office and Office 365 experience

- General experience with commonly used office/business software (e.g. Adobe, 7Zip, MS Office Suite, Flash Player, Symantec, Skype, etc.)

- Support mobile devices (iPhone & Android) and common Apps

- Log Incident/Request Tickets with complete information

- Respond to all local incidents and service requests and per client manager's requests

- Occasional low-voltage data cabling (Cat5/Cat6/Coaxial) including termination, punch-down, and patchwork as per client manager's requests

- Possible travel to other client locations for project roll-outs (travel expenses to be paid for by client)

- Perform daily/weekly/monthly scheduled reporting tasks as per client manager's direction

- Assist with Inventory Management as per client request

- Create an SOP (standard operating procedure) whenever troubleshooting a new issue and keep the team informed on the issue and resolution

- Perform warm shift handover with engineers along with the shift SPOC (single-point-of-contact) as needed

- Communication in a neutral accent over the phone (speak, read and write English fluently)

- Account Management / Password reset as needed and as per client manager's requests

- Available for emergency/after-hours service as per client requirements

Personal Requirements:

Responsible individual: shows up on time, returns calls in a timely manner.

Be well-groomed and dressed in business casual attire at all times.

Active listening and problem-solving skills

Works well with others

Ability to interact with senior management

Friendly disposition

Passionate about IT

Honest person with high moral standards and integrity

If you are passionate about IT, looking to join a cutting-edge IT group, have a positive outlook and friendly disposition, please submit your resume for immediate consideration.

Thank you.
A+ Mobile Techs

Onsite IT Services Springfield TN

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