Deskside Support Technician at FlightSafety International Inc in Dallas, Texas

Job Description:

Requisition 25674

Location: DFW North (0054)Dallas,Texas75261,United States (US)

Deskside Support Technician

Overview

The Deskside Support Technician is amember of an onsite technical team thatworks in consultation with the Regional IT Manager to help teammates and customersat FlightSafety's learning center locations. This is a predominantly ahands-on role, facing both internal and external customers. Excellent responsiveness, prioritization, communication, record keeping, and customer service skills are essential for this position.

Primary Duties and Responsibilities

• Analyze, diagnose, and resolve customer service requests.


• Keep well documented and updated case notes on all tickets daily.


• Provide daily communication to clients on outstanding ticket status.


• Work collaboratively with other team members, partners, and vendors to resolve client requests.


• Troubleshoot, install, repair, upgrade, and configure new or existing desktop, laptop,mobile devices, and A/V equipment.


• General analysis, diagnosis and resolution of printer problems to include toner replacement, ordering of supplies, and escalating service calls for vendor repair when applicable.


• Hardware procurement through authorized channels to support appropriate IT requirements.


• Facilitate hardware RMA process with OEM via applicable warranty.


• Maintain current and accurate hardware inventory lists for computers, printers, and minimum IT spare hardware at a site.


• Computer, peripheral and software support.


• Develop technical knowledge of each system within the company portfolio and develop specialized knowledge of certain nominated areas.


• Coordinate with Manager of Deskside Support, Regional IT Managers and other technology groups in performing maintenance and updates to local network and server infrastructure.


• Maintain current knowledge of operating systems and application software used to provide a high level of support.


• Adaptation to an on-call schedule with overtime as needed.


• Complete other tasks as required.

Experience, Education and Skills

• Associate's degree (A.A.) from a two-year college or technical school preferred.


• Five (5) years minimum experience in a direct desktop support role.


• Excellent technical knowledge of PCs and desktop hardware.


• Working technical knowledge of network protocols, operating systems, and standards.


• Window Desktop Operating Systems.


• Microsoft Office Suite.


• Ability to operate tools, components, and peripheral accessories.


• Basic knowledge of network infrastructure, including routers, switches, firewalls, and the associated network protocols, and concepts.


• Troubleshoot and resolve Windows client connectivity issues.


• Experience working securely with strict privileged credentials.

General Requirements

• Exhibit and practice courteous, ethical and professional behavior while interacting with both internal and external customers


• Act in a collaborative, team-oriented environment focused on common goals to achieve mutually beneficial results


• Be accountable and responsible for the accuracy and completeness of assigned work and results


• Prioritize and manage work load and communicate issues clearly


• Poise and ability to act calmly and competently in high-pressure, high-stress situations


• Must be a critical thinker with strong problem-solving skills


• Exhibit effective verbal and written communication skills


• This position also requires performing duties outside normal business office hours on an "as needed" basis.


• Professional image and grooming.


• Requires the ability to stand, squat, reach, and lift up to 50 pounds.


• Comply with all laws, regulations and company policies


• Travel when required

FlightSafety is an Equal Opportunity Employer

FlightSafety is an Equal Opportunity Employer/Vet/Disabled.