Deskside Support Engineer

UST is hiring a Deskside Support Engineer to provide onsite deskside support for hardware, software, applications, installations, and mobile devices. The role supports end users, troubleshoots issues, manages ServiceNow tickets, and partners with client management and vendors to deliver a quality end-user experience.

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
• 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