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Job Overview
As a Level 2 Lab Support Technician, you are responsible for supporting client technology and services located onsite at the customer location. This includes but is not limited to general support of the Windows desktops, server systems as well as Linux devices in a lab environment. This is an internal end-user employee-facing role where your skills at maintaining and developing relationships with internal users and executive staff are crucial.
How You Will Make An Impact
- Plan, design, implement and support hardware and software installation projects
- Analyze, test, and debug compute device systems
- Customize systems for specific functional areas or unique user needs
- Laptop/Desktop/Server Break-Fix, Remote Desktop/Server Support
- Work with IT Infrastructure teams to set up and maintain existing infrastructure environments and assist with local changes
- Provide user training and education
- Re-imaging
- New HW delivery and setup. May require lifting of boxes and compute HW in addition to installation under desks
- Printer installation and troubleshooting
- Problem diagnosis and resolution
- Ensure client satisfaction and client management
- Provide user training and education
- Reporting to customers and management on status, resource needs, and projected outcomes
- Mentorship and training of junior Regional IT Specialists by more senior members of the team on processes and tools
- Project management
What You Will Need To Succeed
- Job experience and history focused on Desktop/Server Support at Tier 2 levels
- Proficient in Linux and Microsoft Windows. Skilled in all diagnostics, commands, etc.
- Experienced in the utilization of an array of Desktop Imaging and MDM tools, such as Intune, SmartImager, Imperious, SmartDeploy.
- Thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, Office 365, Microsoft Office products, G-Suite support & administration, Anti-Virus, Internet Browsers, Internet connectivity
- Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Desktop Support
- Leadership ability to ensure technical growth and professionalism of Desktop team and colleagues.
- 3+ years relevant technical experience supporting users in a Windows and Linux environment
- Ability to multi-task and manage multiple priorities in a fast-paced environment
- Ability to diagnose and solve complex technical issues
- Ability to professionally perform and communicate in stressful and high impacting situations
- CompTIA's A+ and Network+ certification preferred; MCSE: Desktop Infrastructure and CCNA a plus
- Good oral and written communication skills
- Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to support deadlines; ability to work independently as well
- Ability to interface with executive-level internal employees and troubleshoot their compute requirements
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
- Ability to follow standard engineering principles and practices
- Creative approach to problem-solving
- Ability to handle multiple tasks concurrently with competing deadlines
- Ability to travel to customer sites for installations, troubleshooting, user training, and relationship management
