Deskside Support Engineer

UST is a technology company that delivers technology-driven solutions and client experiences. The Deskside Support Engineer provides onsite deskside and end-user computing support for hardware, software, applications, installations, and mobile devices, while maintaining service levels and delivering excellent customer service.

Responsibilities:

• Act as the face of IT for the client and deliver a personalized experience to end users
• Offer end user facing expertise in supporting hardware and software issues on end user computer systems (MAC 70% / PC 30%)
• Support desktops, laptops, printers, and mobile applications
• Install, configure, and troubleshoot desktops (MAC and PC), laptops, printers, and mobile applications
• Respond to end user product-related questions for all supported hardware, software, and applications
• Maintain and exceed established service levels
• Analyze problems to identify root causes and provide corrective actions
• Recommend solutions for client application and account-related issues
• Create and manage tickets in ServiceNow ticketing tool
• Partner with client management and vendors daily to build quality end user experience
• Build and maintain a positive culture at client locations through excellent customer service

Requirements:

• 3+ years in a customer-facing deskside support / end user computing role
• Bachelor's Degree in Management Information Systems (MIS), Information Technology (IT), or equivalent professional experience
• Hands-on experience with MAC, Microsoft Operating Systems, and Microsoft Office applications
• Proven problem-solving abilities in a support-oriented environment
• Experience working with ServiceNow ticketing tool
• Advanced knowledge and training in configuration, installation, and troubleshooting of desktops (MAC and PC), laptops, printers, and mobile applications
• Excellent communication skills, positive attitude, and engaging demeanor with end users
• Exceptional soft skills and troubleshooting abilities
• Ability to multi-task and handle constantly changing priorities
• Strong team player with good communication and collaborative skills
• Self-directed work style with ability to manage individual tasks requiring cross-departmental communication
• Willingness to learn new skills and work outside comfort zone
• CompTIA A+ Certification
• CompTIA Network+ Certification
• Basic knowledge of networking concepts
• Airwatch experience
• SCCM (System Center Configuration Manager) experience
• Cisco routers and switches knowledge
• Ability to maintain all necessary certifications for specific computer networks, hardware, software, and applications supported