Deskside Support Technician

At Bell Techlogix, employees are key to our growing success. We are always looking for driven, smart, and dedicated professionals to add to our award-winning team. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. Bell Techlogix offers various training and development programs to help you advance in your career within our company.

Summary:  The Deskside Support Technician role performs service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs.  The position provides technical support to customers on operational and maintenance aspects of system equipment and serves as the customer contact. 

Essential Functions:                                                                                                         

• Performs computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment. 
• Primarily provides Tier 1 level support; may provide Tier 2 level support as needed. 
• Escalates problems and issues to a higher level of support as needed. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction. 
• Processes timely and accurate information to ensure compliance with vendor warranty requirements. 
• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns. 
• Adheres to client policies and procedures while maintaining the integrity of the customer’s data. 
• Maintains and updates work order tickets in client’s ITSM tool. 
• Coordinates across multiple departments/vendors to provide support. 
• Represents Bell Techlogix in a professional and businesslike manner and communicates effectively with customers and associates. 
• Interacts with the customer when responding to technical questions or requests for information. 
• Maintains regular attendance. 
• Other duties as assigned by management. 

REQUIRED QUALIFICATIONS  

• High school diploma or equivalent. 
• Experience with Microsoft operating systems. 
• Experience with Microsoft Office Suite. 
• Experience with Active Directory (AD) and imaging software. 
• Client-required certifications, as applicable. 

KNOWLEDGE, SKILLS AND ABILITIES  

• Strong verbal and written communication skills. 
• Ability to explain technical or product information effectively to a variety of audiences. 
• Ability to work independently and effectively as a member of a team. 
• Strong interpersonal and relationship-building skills. 
• Strong attention to detail and organizational skills. 
• Strong customer service skills. 

PREFERRED QUALIFICATIONS  

• College degree in a related field. 
• 1–3 years of technical or related experience. Relevant education may be considered in lieu of technical experience. 

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT  

• Must be able to lift and carry at least 50 lbs. unassisted; up to 75 lbs. assisted. 
• Must be able to stand for long periods of time.  
• Must be able to walk long distances, depending on the site layout and client needs.  
• Must be able to navigate stairs and carry boxes or equipment up or down as needed. 
• Must be able to kneel, crouch and crawl.  
• Must be able to work at a computer for long periods of time. 
• Must be able to work in a fast-paced environment.  
• Must be able to travel to Bell Techlogix or client site locations; overnight stays required on some occasions. 
• Must be able to work in the office daily. 

TOOLS AND EQUIPMENT USED  

• Computer 
• Headset 
• Company vehicle, if provided 

CONDITIONS OF EMPLOYMENT  

• Must successfully pass pre-employment, post-offer background check and drug screen. 
• Must maintain a valid driver’s license, with a reliable vehicle and maintain proper insurance while employed. 
• Must maintain required security clearance, as needed. 
• Must maintain required certification levels.

 Equal Opportunity Employer – Disability and Veteran