Deskside Technician

Job Description Job Description Deskside Technician Description The Deskside Technician’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end-user assistance where required. Responsibilities Strategy & Planning • Assist in developing long-term strategies and capacity planning for meeting future end-user device needs. Acquisition & Deployment • Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase. • Write technical specifications for purchase of end-user devices and related products. Operational Management • Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed. • Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes. • Record and manage equipment sent to repair depots for equipment under warranty or service contracts. • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels. • Assess the need for and implement performance upgrades to end-user devices based on software technical specifications. • Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment. • Where required, administer and resolve issues with associated end-user workstation networking software products. • Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents. • Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers. • Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order. • Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports. • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations. • Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed. • If necessary, liaise with third-party support and equipment vendors. Position Requirements Formal Education & Certification • College diploma or university degree in the field of computer science and/or 1 year equivalent work experience. • The following certifications are highly desired o ITIL Foundation o Comptia A o Comptia Network o Google IT Support Professional o HDI Support Center Analyst (HDI-SCA) Knowledge & Experience • Excellent technical knowledge of hardware, including Apple/Mac, Dell, Lenovo, and others as required • Excellent technical knowledge of PC internal components. • Hands-on hardware troubleshooting experience. • Extensive equipment support experience with PC peripheral devices including monitors, docking stations, printers, and others as required to support end-user needs. • Working technical knowledge of current protocols, operating systems, and standards, including Windows and macOS. • Ability to operate tools, components, and peripheral accessories. • Able to read and understand technical manuals, procedural documentation, and OEM guides. Personal Attributes • Ability to conduct research into Mac and PC issues and products as required. • Effective interpersonal skills and relationship-building skills. • Strong written and oral communication skills. • Ability to present ideas in user-friendly language. • Understanding of the organization’s goals and objectives. • Analytical and problem-solving abilities, with keen attention to detail. • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. • Experience working in a team-oriented, collaborative environment. • Strong customer-service orientation. • Driver’s license in good standing. Work Conditions • Onsite 5 days/week in Duluth, GA • Availability for on-call rotation. • Sitting for extended periods of time. • Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components. • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals. _____________________________________________________

Location: Atlanta, GA, US

Posted Date: 5/9/2025