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Desk Side Support Technician

Location: Perry
Posted on: January 27, 2023

Job Description:

Job Description:


  • Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment.
  • Hands on experience with Imaging, reimaging Windows Operating system for Desktop, Laptops.
  • Safely move equipment point to point using wheeled carts and vehicles
  • IMACD & Asset Inventory experience.
  • Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
  • Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issues.
  • Ability to use remote desktop connectivity applications.
  • Working knowledge of imaging utilities such as Ghost, SCCM, etc
  • Delivery and setup of PC equipment to end-users.
  • Use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
  • Ability to provision and Support wireless devices.(E.g. Blackberry, Android, and iPhone).
  • Demonstrated proficiency in Microsoft OS and Microsoft application.
  • Demonstrated proficiency for installation of desktop software and troubleshoot
  • Working knowledge of Microsoft Active Directory and GPO.
  • Strong customer service skills.
  • Strong troubleshooting skills.
  • Significant, demonstrated experience with Microsoft Windows operating systems
  • Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98.
  • Servers: 2012, 2008 r2, 2008, 2003, 2000.
  • Functionally capable with Apple OS X.
  • Advanced troubleshooting skills with hard drive encryption software.

    Advanced level Skills in the Microsoft Office Suite:

    • Word, Excel, PowerPoint, Outlook configuration issues with Exchange
    • Strong client-side remote access troubleshooting skills
    • Demonstrate strong skills supporting printers in an enterprise environment.
    • Advanced knowledge of client-side management tools Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM).
    • Strong proficiency in creating and referencing documentation and knowledge articles using Micron tools.
    • Strong software installation and support skills.
    • Disciplined, systematic problem solving skills required.

      Key Responsibilities / Experience:

      • Troubleshoot and resolve End users IT issues in their PCs (Desktop, Desktop, Tablet), Mobile phones, Printers and Other IT Devices in users environment
      • Support Installations, Moves, Adds, Changes, Disposal (IMACDs) requirements.
      • Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, Software, and related Services at designated Customer Sites.
      • Coordinate, plan, and schedule IMACDs with all affected IT functions (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party.
      • Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance.
      • Recrate and document the processes to enable IMAC execution for each Software and Equipment Component, and obtain Customer's approval for such processes and documentation.
      • Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests, including specific approval and authorization required for IMACs that include Changes to Software.
      • This list may change from time to time and should be updated on a regular basis.
      • Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization.
      • Communicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or escalate same appropriately.
      • Coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Users.
      • Conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any special requirements at the locations.
      • Coordinate any physical space requirements as determined during the Site survey review.
      • Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC.
      • Confirm the new and existing Configuration of the Equipment and Software associated with performing the IMAC.
      • Confirm that the installation and de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedures.
      • Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC location.
      • Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT.
      • Cancel Network Transport Services that are no longer required after completing the IMACD.

Keywords: CYNET SYSTEMS, Macon , Desk Side Support Technician, Professions , Perry, Georgia

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