Deskside Support Technician-Denver, CO

    • Denver, CO

Welcome to IBM! What is the value proposition for this role? - Deskside support is the 1st line representative in front of the customer, and a key contributor to IBM's success. We interact with the customer on a day to day basis to solve technical problems. Why would someone want to be part of this group? - If you're interested in an IT career in a company that invests in you, and you enjoy challenges and helping others then this is the right place for you.

The challenges and career opportunities are endless!

Your Role and Responsibilities
Here at IBM, we are seeking a Deskside Support Technician. In this role, you will be installing, performing moves, add changes (IMAC), build, configuration, following provided scripts. Perform software support for low - high complexity problems/issues with Customer personal computers. Provide Customer assistance with problem identification and resolution at the Customer's place of business for hardware or platform related issues. Provide Deskside Support (software break/fix support or related tasks) on problems for platforms having Windows current - 4 generations of Windows Operating Systems or Apple. Familiarity with Microsoft Office Suite and other common software applications. Basic understanding of mobile platforms and the ability to navigate to common functions via menu-based selections. Requires ability to grasp new concepts quickly and to work from scripts and checklists with accuracy. Ability to provide timely updates to end users along with awareness to service level deadlines, including the ticketing system and other databases as required. Familiarity with remote takeover tools or methods to provide support for resolving incidents and iMacs. Basic network connectivity knowledge to aid troubleshooting end-user connectivity issues, with the ability to work as Hands and eyes for another resolver teams, Knowledge of PC hardware and peripherals that connect to them, including basic network topology. EXCELLENT command of Customer service techniques as well as good oral and written communication skills. Ability to have a positive attitude with every customer interaction. Good interpersonal skills and must be able to work in a team environment. Available for scheduled off-shift work and/or emergency support, when necessary, Ability to follow the scripts and checklists, and the ability to identify process improvements to assigned account leadership. Ability to Identify potential Service Level Agreement (SLA) risks and/or misses. Ability to document technical processes and create knowledge management articles for upstream use and enhance the Customer service experience.


Required Technical and Professional Expertise

  • Two to five years of experience providing Windows "Wintel" or Apple PC platform support in a business environment performing client-facing deskside support activities
  • Working knowledge of Laptop and Desktop Hardware
  • Working Knowledge of Microsoft Win 7 and Win 10
  • Working knowledge of Apple IOS 11+
  • Basic working knowledge of Networking devices and how they interact
  • Basic knowledge of Active Directory, SCCM
  • Experience working with 0365, outlook excel, and word
  • Experience working with remote take over tools

Preferred Technical and Professional Expertise
One to three years of experience:
  • CompTIA, A+ or similar training certification suggested, not required
  • Experience with the ServiceNow ticketing system preferred

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About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network.  It's this unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBM
Welcome to IBM!

About IBM
Welcome to IBM!

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

IBM researches, develops, manufactures, and markets technology products ranging from mainframe computers to cognitive solutions, always with a core drive to innovate and explore new fields.

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