Job title: Deskside Support Concierge    
Level of experience: mid-level   
Schedule: Full time, 40 Hours 
Location: Multiple available
Birmingham, AL
Chicago, IL
Jacksonville, FL
Long Beach, NY
Seattle, WA

Description/Summary:   

The Deskside Support Concierge role is to provide a single point of contact for end users to receive support within the organization’s end-user computing environment. This person will be working in the client environment with executive level employees. This includes installing, diagnosing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required. 

Qualifications:  

• Customer service experience is a must 
• Must dress and act professional every day in the office 
• Proven experience as a Desktop Support Analyst/Specialist 
• Deep understanding of hardware and software issues within a managed device environment 
• Strong sense of urgency and ability to prioritize issues as necessary 
• High level of professionalism and confidentiality 
• Demonstrate an active interest in learning new skills and certifications 

Responsibilities:   

• Serve as first point of contact for end users 
• Report to and work directly with Executive Staff 
• Troubleshoot Windows 10, macOS, and iOS devices 
• Educate end users on how to leverage technology for better efficiency 
• Manage end user incidents and service request 
• Update cases in ticketing system 
• Maintain asset inventory of computers, monitors, keyboard, mice, etc… on site 
• Communicate with internal Service Desk for knowledge sharing and training 

Education and Experience:   

• Customer Service background 
• 5+ years of IT support experience, level 2 or higher preferred 
• Technical certifications preferred