Deskside Support

Digital Transformation

This position will require the person to love new technologies and have the ability to test, deploy new technologies and retire old technologies. The key focus for this person will be on keeping business stakeholders productive. 

Job Knowledge

· The Deskside Support Technician provides support to end users on a variety of issues ranging from hardware, software, network, and account management

· Handle Service Desk escalations through tickets

· Document incidents with detailed break-fix steps and resolution in the ticket tracking system

· Diagnose and resolve hardware and software problems, referring more complex networking problems to network administrators or IT managers

· Ensures implantation of IT and cyber security policies, procedures, standards and system documentation development and maintenance

· Provides on-site technical support by performing installation, and repair of workstations and related software/hardware

· Plan, coordinate and install end user devices

· Monitors service desk tickets and performs the necessary activities to respond to or resolve the tickets

· Performs various special projects and tasks as well as coordinating meetings

· Oversees installation, configuration, maintenance, and troubleshooting of network connected end-users’ hardware, software, and peripheral devices

· Keeps abreast of current technology

Ticketing System

· Become proficient in creating, modifying and closing tickets in the Service Desk ticketing system

· Monitor and maintain dedicated work queues within the tool

· Understands and follows the outlined escalation process

Position midpoint may be adjusted based on candidate’s knowledge, skills, and experience.

Education

Bachelor’s degree in computer science, MIS or related field

Years of Experience

A minimum of 2 years of business and IT experience Required Skills

· Active Directory administration

· Advanced knowledge of Windows OS

· Advanced knowledge of Microsoft Office and SharePoint

· Mobile device (iPhone, iPad, Android) configuration and troubleshooting

· Knowledge of Microsoft SharePoint

· Understanding of basic network equipment and concepts, i.e. DNS, DHCP, VPN, Firewall, Wi-Fi, Ethernet, Hubs/Switches/Routers, etc.

· Strong analytical and problem-solving skills

· Strong communication skills, both verbal and written, utilizing numerous vehicles (I, email, phone, face to face); ability to work in a positive and congenial manner with customers

· Good time management

· Ability to create and maintain technical documentation

Certifications Preferred:

· A+ PC Technician

· Network+ PC Technician

· Microsoft Certified Technology Specialist (MCTS)

· Microsoft Certified IT Professional - Server Administrator (MCITP)

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.

Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity.  USG also provides employees with paid time off and paid holidays.