Deskside Technician - King of Prussia

We are offering an employment opportunity for a Deskside Technician in King of Prussia, PA. The successful candidate will be expected to provide first-line technical support to our customers, maintain and update our tracking tool, and communicate effectively with supervisors, peer groups, and customers.

This role will require a public trust security clearance!

Responsibilities:

• Provide first-line technical support to customers, addressing questions about account administration, software distribution, and documentation.
• Maintain and update the tracking tool to ensure accurate record-keeping.
• Report recurring problems to management in a timely manner.
• Handle a wide range of tasks, applying job skills and company policies to complete assignments.
• Analyze situations or data following standard practices and procedures to resolve problems and make routine recommendations.
• Communicate effectively with supervisors, peer groups, and customers, presenting factual information as required.
• Handle unusual and seldom-occurring job events with minimal assistance from others.
• Leverage advanced skills in SQL and DDA or client-server environment to access and manipulate computer data.
• Ensure contributions are limited to assignment-related activities, making decisions to avoid delays in schedules.
• Act as a liaison, interacting daily with different stakeholders.

General Support:

• Act as the primary point of contact for deskside technical support, executing non-disruptive hardware deployments and support tasks.
• Provide end-user support related to Windows 10-configured desktop and laptop hardware devices.
• Utilize systems such as ServiceNow for ticket processing, device deployment tracking, and updating the CMDB.
• Communicate effectively with end users, representatives, and customers, providing regular status updates.
• Troubleshoot and resolve moderately complex hardware and software issues for end users.

Primary Responsibilities - On-Site:

• Maintain a high availability environment with a focus on virtualization, redundancy, and best practices.
• Provide technical guidance to Tier 2 and Tier 3 support teams.
• Perform essential systems maintenance tasks, including software updates, file backups, and recovery efforts.
• Regularly review systems for critical updates and respond promptly to major threats.
• Deploy, configure, and support Dell laptops, desktops, thin clients, and mobile devices based on deployment schedules.
• Ensure all user device deployments include a brief tutorial to familiarize end users with their new devices.
• Perform asset control tasks, including procurement, deployment, and proper disposal of IT hardware and software environments.
• Provide "hands-on" network or systems support as needed for customer HQ site-specific needs.

Documentation & Escalation:

• Document all resolutions in the ServiceNow ITSM ticketing system and meet established time-to-resolution performance metrics.
• Escalate complex issues to Lead or higher-tier support teams when necessary.

Physical & Travel Requirements:

• Perform heavy lifting and moving of IT equipment as required during deployments.
• Some travel may be required depending on site support needs.

Required Qualifications:

• Education/Experience: High School Diploma with 3+ years of relevant IT support experience.
• Experience preparing and deploying Dell laptop/desktop devices with Windows 10 OS, including walkthroughs for end users.
• Proficiency in using ServiceNow or similar ITSM ticketing systems to manage support requests.
• Background in break/fix support for end-user devices.
• Strong analytical, organizational, and communication skills.
• Ability to work independently and within a team setting while adhering to strict schedules.

Certifications:

• Ability to obtain ITIL v4 Foundation Certification within 120 days of hire.

Preferred Skills:

• Familiarity with tools such as MS Office Suite, Remedy, and ServiceNow for device deployment and ticket management.
• Hands-on experience supporting hardware refresh projects and IT asset lifecycle management.
• Strong problem-solving skills and ability to handle tasks in a high-pressure environment.