**Summary:**
We are seeking an experienced and skilled Level 2 Deskside Support Technician to join our team. In this role, you will assist our valued clients with computer hardware and software issues, working on-site or remotely. Your responsibilities will include hardware installations, software upgrades, system integrations, and resolving basic IT-related issues. You will be dispatched to handle assignments involving the installation, repair, or maintenance of computer hardware and peripherals at the client's office or workstation. Some support may be required in regulated GMP clean rooms.
**Key Responsibilities:**
- Provide technical support for PC and Mac platforms and operating systems.
- Respond to dispatched assignments for the installation, repair, or maintenance of desktop computer hardware and peripherals, either remotely or on-site at the client's location.
- Participate in computer replacement program initiatives, including System Level Migrations, Data Migrations, Application Installation, and Configuration on PC and Mac systems.
- Work independently on assignments and report progress to your supervising manager.
- Coordinate, manage, and predict equipment and part needs for dispatched service requests, liaising directly with clients.
- Ensure 100% closure for all requests within the CRM tool on the day they are resolved or fulfilled.
- Manage assets and maintain detailed notes utilizing CRM tools or applications, keeping status, details, notes, and updates consistent across multiple tools or applications used for Customer Request Management and Tracking.
- Provide regular feedback to support ongoing improvements within the team and environment.
- Support Audio/Visual (AV) events and triage AV equipment issues.
- Stay up-to-date with certifications and training.
- Perform other duties as assigned.
**Education/Experience:**
- 3+ years of experience in a Windows and Mac Level 2 Deskside Support role.
- Proven customer service experience working directly with clients.
- Preferred: CompTIA certification or equivalent technical certification.
- Preferred: Technical certification with one or more of the following manufacturers: Apple, Dell, HP, Toshiba, Lenovo, ASUS.
- Minimum of 3+ years of professional experience in a Service or IT environment.
- Ability to multitask and prioritize multiple projects.
- Strong interpersonal and organizational skills.
- Dependable and able to consistently meet deadlines.
- Ability to work under pressure and adapt to a changing environment.
- Excellent troubleshooting skills to resolve complex hardware and software issues.
- Excellent communication skills.
- Proficiency with Google Suite (Docs, Sheets, Gmail) or Microsoft Office (preferred).
- 3+ years of experience supporting one or more operating systems such as macOS, Windows 10.
- Experience with Mobile Devices and Operating Systems (iOS/Android) is beneficial.
Employment Type: Full-Time
Salary: $ 22.00 28.00 Per Hour
