Deskside Support Engineer

Summary:

The Deskside Support Engineer will report directly to a Technology Support Service Team Lead and will be responsible for providing an excellent level of service to internal customers who request technical assistance. The individual selected for this position will provide technical support by phone, email, or through face-to-face interactions by receiving, prioritizing, documenting and actively resolving end user technical help requests. The employee in this role may also set up and deploy new technology solutions, as well as guide junior members of the team in procedures and solutions.

Company Information:

National Heritage Academies (NHA) partners with communities to build and operate public charter schools. Founded in 1995, today NHA serves over 100 schools in nine states, with more than 65,000 students in kindergarten through 12th grade. Our schools are designed to eliminate the achievement gap and provide school choice to families so their children are prepared for success in college, career, and life. A majority of our schools consistently outperform their local district on the state test. According to the Center for Research on Education Outcomes at Stanford University, NHA is a leading performer among charter schools and management organizations, outperforming both conventional district schools and other charter school operators. In addition, according to our employee survey, over 90% of respondents agree that the work they do is meaningful to them. Join our team.

Duties and Responsibilities:

• Respond to technical support requests (telephone, email, face-to-face), while providing an excellent level of customer service. This can include incidents escalated by peers and other support teams.

• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed

• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes

• Record and manage equipment sent to repair depots for equipment under warranty or service contracts

• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to meet or exceed deskside service levels

• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment

• Where required, administer and resolve issues with associated end-user workstation networking software products

• Develop and maintain an inventory of all computer hardware and other components and equipment

• Provide documentation and recording of solutions to assist with knowledge transfer, and the continuous build of our knowledge base

• Assist with deployment of refresh and new technology solutions

• Accountable for 90%+ customer satisfaction on resolving trouble tickets

• Potentially traveling to support schools and/or other IT projects, less than 1 week a year

• Work closely with team leadership, immediate team and cross-department peers, and vendors to optimize technology for our internal customers

• Share knowledge with, provide guidance to, and participate in advance troubleshooting with junior members of the team

• Share responsibility of Service Center support – new employee set-up, employee terminations, walk-up requests, executive support

• Will participate in the onboarding of new TSC team members

• May participate in staffing off-site support at training events at schools or conference centers

• May participate in the support or deployment of conference room (audio, video, scheduling) solutions

• Contribute to, write, and review knowledge base articles

• Order and receive purchase orders for parts or replacement devices

• Collaborate with other teams on customer issue resolution, solution testing, and solution implementations

• Provide recommendations for ways to improve processes, enhance solutions, and minimize escalation volumes

• Work with School Support staff to support the ordering, deployment, troubleshooting, and replacement of classroom audio / video solutions, including projectors, document cameras, and associated installed cabling

• Work with vendors to ensure timely resolution of on-site incidents or requests

• Work with the Client Systems team to ensure correct number of student devices are deployed at each school

• Additional responsibilities as assigned by supervisor or manager

Qualifications:

• To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required

• ITIL, A+ or Network+ certifications preferred

• 2-4 years of experience in a technology customer support and or technology help desk environment

• Ability to explain technical concepts to non-technical personnel

• Intermediate experience with operating systems and related hardware preferred, with Apple experience being a plus

• Ability to perform desktop and laptop hardware repairs

• Knowledge of classroom or conference room projector connectivity, use, and troubleshooting to resolution

• Knowledge of wired and wireless network connectivity and ability to troubleshoot at an intermediate level

• Strong verbal and written communication skills

• Exceptional interpersonal skills and relationship-building skills

• Ongoing interest in technology solutions, and desire to stay current with the ever-evolving landscape

• Set a positive example toward meeting SLAs

• Ability to conduct research into PC issues and products as required

• Analytical and problem-solving abilities, with keen attention to detail

• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment

• Experience working in a team-oriented, collaborative environment.

• Strong customer-service orientation

  This is an in-person position at our NHA Service Center located at 3850 Broadmoor Ave., Grand Rapids, MI.
  
  Please click here to find out more about our core values.
  
  National Heritage Academies is an equal-opportunity employer.