Desk Side Support Job Description
Desk Side Support Duties & Responsibilities
To write an effective desk side support job description, begin by listing detailed duties, responsibilities and expectations. We have included desk side support job description templates that you can modify and use.
Sample responsibilities for this position include:
Desk Side Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Desk Side Support
List any licenses or certifications required by the position: ITIL, SME, CE, MCDST, MCSE, MS, MOS, PC, IAT, PKI
Education for Desk Side Support
Typically a job would require a certain level of education.
Employers hiring for the desk side support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Computer Science, Technical, Engineering, Education, Associates, Information Technology, Supervision, Computer, Communication, Management
Skills for Desk Side Support
Desired skills for desk side support include:
Desired experience for desk side support includes:
Desk Side Support Examples
Desk Side Support Job Description
- General Hardware Troubleshooting and Break/Fix repairs of Laptops & Desktops
- Identification, prioritization, resolution/fulfilment of customer incidents
- Coordinates, diagnoses, and troubleshoots incoming customer inquiries
- Provides case status updates
- Implements standard operating procedures and customer service guidelines
- Responds to and completes customer requests for services
- Provides technical support to internal desktop systems customers
- Performs installations, upgrades and backups
- Provides technical support to internal application customers
- Supports/troubleshoots network problems
- Experience with operating system image builds, software push platforms (IEM and SCCM), device encryption and network infrastructure (firewall, telephony) troubleshooting is preferred
- Strong presentation, communication and interpersonal skills with the ability to interact professionally with a diverse group of technical personnel, executives, managers, and subject matter experts
- Knowledgeable in Office 365 is a plus
- Proven experience with ticket tracking systems
- Must be able to rotate on call shifts
- Escalate calls where necessary to the relevant resolver group
Desk Side Support Job Description
- Supports/troubleshoots client connectivity
- May train customers on use of local technology
- Teammate responsibilities may include participation in a future On Call Rotation
- Responsible for helping to manage IT and Customer Knowledge Bases
- Will be the initial support level for basic customer issues and requests
- Determine and identify the cause of the issue in order to determine a solution
- Will identify issues such as physical layers, usernames and passwords
- Will perform basic onsite installations or replacements of various hardware components and software repair
- Perform basic installation, repairs and maintenance of telecommunications equipment
- Basic administration of Network Operations systems, equipment and Business System applications
- Basic understanding of technologies including VoIP, TCP/IP
- Basic telecom wiring/hardware knowledge and how to tone/punch down lines
- Basic knowledge of LAN and WAN systems and topology
- Provide aid and support for DSS technicians
- Provide courteous customer support to users
- Monitor all open tickets to ensure prompt closure and resolution
Desk Side Support Job Description
- Image and Prepare Used/New Computers
- System Identification and Clarification
- Ergotron Setup
- Asset Management updates/clean up in the Asset Management System
- AD cleanup
- Support multiple enterprise and department applications
- Support mobile users who work at home, travel, or work from a remote office, using remote console software
- Install and upgrade software and operating systems
- Support video and audio conferencing requests as necessary
- Troubleshoot networked and local printers
- Minimum of 3 years of experience in a support role in delivering IT services
- Responsible, autonomous, accountable and able to work independently on most aspects of their role under a moderate degree of supervision
- Knowledge of TrackIT or similar asset management tools, preferred
- Effective written and oral communication skills in both English and French preferred
- Experience with IT infrastructure area support - DSS, OS Windows (workstations), LAN, Printing Services
- Extensive IT experience with emphasis on the banking sector
Desk Side Support Job Description
- Open and close tickets - manage the assignment, tracking, and completion of incidents/requests
- Expected to populate the Knowledge Base frequently and document resolutions, workarounds, and frequently asked questions for problems and service requests
- Execute the delivery of services per Service Level Agreements to customers
- Respond to alert notification or escalation of an issue from members of the VACO ITSS team, determining the probable cause of the issue and taking appropriate intervention actions to restore the Windows and Macintosh desktop/laptop to operational status
- Support MAC in Windows XP environment (virtual)
- Provide timely support services to all colleagues, ensuring service levels are maintained and all requests are properly tracked and responded to
- Work collobaoratively within a global team
- Maintain documented software and hardware inventories
- Performs system back up procedures for all local location servers
- Collaborate with other IT groups, business units and vendors on repairs, upgrades, project support and testing for new system implementations and support procedures
- Working knowledge of Data and Voice Telecommunications platforms and protocols
- Knowledge of and experience with ITIL or similar frameworks
- Working knowledge of IT hardware platforms ranging from PC to databases
- Excellent organisational and planning ability with proven analytical, problem solving and technical skills
- Provides resolutions to a variety of technical problems of moderate scope and complexity
- Communicates clearly with technical and non-technical audiences, both verbally and written
Desk Side Support Job Description
- Supports advanced computer hardware, operating system, and software applications
- Troubleshoots and resolves complex multi-user computer systems and LAN, WAN and voice connectivity problems, including user access and component configuration
- Coordinates as smart hands with different technology workgroups and attends to break/fix engagement as required by the Situation Management for technology related problems and issues received from both internal and external clients and ensures that appropriate responses for escalations are executed
- Ensures all site maintenance checklists are completed and meet information security compliance
- Ensures that antivirus definition, Microsoft patches are updated as outlined by Desktop Engineering and performs the checks if needed
- Supervises the switch room environment, ensuring all backups for on-site servers and related technology are completed according to policy
- Troubleshoot incidents related to end-user devices laptops, desktops, cell phones, software, ip phones, printers, AV equipment, basic networking issues
- Resolve service requests software installations, how-to's
- Performing daily operational procedures - manage their queue, update tickets
- Various health and systems checks if required
- IT Helpdesk Solutions – Service Now / Assist or similar
- Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines
- 1+ years of experience with providing customer support for JWICS or related classified users
- Experience with providing user–level support for Microsoft Windows, Microsoft Outlook and Exchange Messaging, and other common Microsoft client and server applications, including (Networking Connectivity, Web Browser, or SharePoint
- Ability to provide courteous, respectful, customer–focused support to users with a wide range of technical proficiency
- DoD 8570.01–M IAT Level II Compliant Certification, including CompTIA Security+