Job Description:
Deskside Support Specialist (Onsite)
Chedraui USA Store Support Center - Commerce, CA
POSITION SUMMARY:
The Deskside Support Specialist is responsible for on-site technical support to end-users within the organization. This role plays a crucial part in ensuring that employees have the necessary technology and technical assistance to perform their job functions efficiently. As a Deskside Support Specialist, you will ensure that end-users have access to reliable, well-maintained hardware and software, promptly resolving technical issues to minimize disruptions to the organization's operations.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Technical Support:
- Provide on-site technical support to end-users.
- Resolve hardware and software issues, ensuring timely and effective solutions.
- Address requests based on urgency and impact on business operations.
- Ensure adherence to IT service management processes and procedures.
Asset Management:
- Register inventory of hardware and software assets, including tracking, procurement, and disposal.
- Comply with asset management best practices to optimize resource allocation.
Incident and Problem Management:
- Analyze incidents and problem trends to identify root causes and prevent recurring issues.
- Comply with strategies for continuous improvement in support services.
Vendor Management:
- Collaborate with vendors and suppliers to ensure timely delivery of IT equipment and services.
Documentation and Reporting:
- Maintain accurate records of support activities, configurations, and user documentation.
- Ensure incident and service tickets are entered accurately and promptly to ensure support performance, including metrics like response time, resolution time, and customer satisfaction are accurate.
Security and Compliance:
- Ensure compliance with IT security policies and procedures.
- Ensure compliance with data security measures to protect sensitive information.
User Training:
- Provide training sessions for end-users on IT-related topics.
- Promote self-help resources and knowledge sharing among employees.
QUALIFICATIONS & EDUCATION:
- AA degree or technical institute certificate in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Proven experience in IT support, with a strong background in deskside support.
- Familiarity with IT service management frameworks (e.g., ITIL).
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Knowledge of hardware and software technologies commonly used in the organization.
- Ability to work under pressure and handle multiple tasks simultaneously.
- IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Desktop Support Technician) can be advantageous.
A Deskside Support Specialist must excel in technical expertise and people management skills to deliver high-quality support services to end-users.
COMPENSATION:
The salary range for this position is $24.72 per hour to $27.00 per hour. The actual starting pay will be determined by a number of qualifications; including, experience and relevant skills.
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