Deskside Support Technician Job Details

Siemens IT Solutions and Services is a global provider of "High Value" and outsourced IT solutions and services. With its comprehensive know-how and specific sector knowledge, Siemens business offers its clients solutions and services from single source management to complex enterprise IT infrastructures. We are seeking to add a Deskside Support Technician to our strategic team.

In this role, you will be joining a highly skilled and motivated team that prides themselves in being the leaders of Customer Satisfaction and System Support Services. Your proven ability as a high performer in either the IT Consulting or Outsourcing Industry, will equip you to provide a high quality level of interaction, as a business partner to your customer base.

Position Description:
- Provides on-site and remote technical service support, installation, configuration and problem resolution in PC /Network environments.
- Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
- Diagnoses mechanical, hardware, software and system failures using established procedures.
- Determines most cost effective repair resolution to minimize customer downtime.
- Act as the primary provider of technical support to desktop and laptop computer users for hardware, OS, and application issues to Executive Level customers.
- Monitor and update help desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
- Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
- Evaluate current processes, procedures, and technology with an emphasis on identifying methods of improving effectiveness in providing support to customers.
- Provide support for A/V presentation, video conferencing and related equipment as needed.
- Coordinate support and repair activities with select third party vendors.

Skill/Ability Knowledge:

Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues. Must be a proficient user of personal computer tools for word processing, decision support and communication. Must be skilled in problem solving techniques.

Proficiency in the following areas - Networking, VPN, Wireless. Customer Service, Ticketing system applications and multi-tasking.

Mental: Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve.

Interpersonal: Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and interviewing skills; service and team orientation. Able to persuade, influence and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals.

Physical: Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.

Executive Support experience a must - must have excellent communication skills Education/Work.

Experience: Two years providing end user Desk side computer support with focus in two or more of the following areas: Design software (Adobe Photoshop, Illustrator, InDesign) Desktop software (MS Excel, MS Word, MS Access, MS PowerPoint, Communication protocols TCP/IP Desktop hardware (PCs, printers, scanners, modems), Integrated systems access (desktop to host) NT / Windows 2000 / XP Professional Network functionality Wireless / VPN technologies. Microsoft Office 2007

Directly related work experience may be substituted for degree on a year for year basis. Experience with methodical problem solving methods and training techniques.

Education: Bachelor's degree in Computer Science or related field a plus.

Certifications: A+ Certifications - Dell and IBM Laptops/Desktops, HP Printers, Help Desk Specialist (ACSP), Adobe Certified Expert (ACE)

If you meet the above skill set/experience requirements and are interested in working with a world-class technology company, Apply Today!

Along with the prospect to grow your career with a financially stable, International industry leader, you will also have the unique opportunity to say to your customers, "We're SIEMENS, We Can Do That!"

Siemens IT Solutions and Services, Inc is a Drug-Free Workplace that conducts pre-employment drug testing and background screening.