IT Deskside Support Specialist-Hybrid

Support and oversee computer hardware and software tool maintenance and repair for all SentriLock’s internal staff. Serve as a technical liaison to ensure all staff reported issues or technology requirements are met and issues are resolved promptly.

Essential Duties and Responsibilities

Serve as technical liaison for general hardware and software support:

• Inventory management and tracking of all end-user company devices which includes physical control of

assigned computer assets

• Operating systems installation and upgrades including Apple OSX and Microsoft Windows

• Operating systems troubleshooting and repair

• Computer and printer hardware repair and vendor warranty management

• Effective and prompt use of the latest communication tools and methods to assist all staff local and

remote (Ex IM, Phone, Mobile, Video chat, etc)

• Deployment of new and refurbished desktops, laptops, and other network connected devices

• Identify, research, procure, and purchase new and existing employee hardware through to completion of

delivery and setup

• New equipment and software training for internal staff

• Microsoft 365 product suite installation, configuration, and troubleshooting

• Manage two-factor security authentication access for third-party tools (Slack, Zoom) when end-users

experience issues

Analyze, prioritize, and timely resolve help desk tickets across multiple technologies

• Identify and remediate system access and controls

• Monitor, review, and respond effectively to all Help Desk or Desktop Support related tickets Ensure all

effort and tasks are captured in an official Jira Service Desk request Precise SLA’s TBD

• Install, support, troubleshoot internal applications

• Basic network troubleshooting and repair

• Research, plan, and implement hardware refresh projects

• Research and knowledge of security issues related to operating systems and patching

• Patch management for all desktop/laptop operating systems

• Basic VOIP desk phone troubleshooting

• Maintain all proper documentation within the Wiki related to this role.

• Participle[ate in after hours on call rotation.

Other duties as assigned:

• Participate in projects assigned by manager

• Maintain and follow ISO standards

• Seek out and complete appropriate training, development and research

• Knowledge of department processes

• Support the mission, principles, and goals of the company

• 3 years deskside end user technical support experience desired

• 3 years Microsoft desktop OS, Office, Outlook, Updates Support

• 2 years general software support (antivirus, user apps, updates)

• 1 year Apple/Mac basic troubleshooting experience preferred

• 1 year basic network troubleshooting experience

Preferences:

• 1 year inventory and asset management experience

• Ability to lift up to 40 pounds

• Microsoft, A+, other technology related certifications preferred.