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Techdravin · 17 hours ago

Desktop End-User Support Engineer

Winona, MN

Contract

Hybrid

New Grad, Entry Level

Techdravin is a company that provides IT support services, and they are seeking a Deskside Technician to deliver onsite field support for End User Computing equipment. The technician will be responsible for resolving incidents, providing hardware and software support, and ensuring high standards of customer service across various sites.

Management Consulting

Responsibilities

Deliver onsite and remote support for end users, resolving incidents relating to EUC equipment including desktops, laptops, peripherals, and mobile devices

Provide Break/Fix support, troubleshooting, and issue resolution for hardware and software failures

Initiate and manage the creation of tickets for each reported issue, ensuring that all incidents are accurately logged and tracked through resolution

Conduct pre-installation and site surveys in alignment with requirements for network connectivity, power, and coordination with third-party suppliers

Perform IMACD (Install, Move, Add, Change, Dispose) hardware and software operations as per service requests

Carry out asset refresh activities and manage the disposal of hardware in accordance with company policies

Issue loaner devices or software for repairs or in cases of lost/stolen equipment, including data backup and recovery

Coordinate and manage warranty repairs with hardware vendors and facilitate IT equipment returns under asset management guidelines (including legal hold PCs)

Assist users by providing support through SmartHubs installed at designated sites, ensuring seamless access to remote troubleshooting and device assistance

Perform proactive PC health checks using prescribed tools, addressing performance or hardware issues during field visits

Document and update knowledge base & runbooks

Support conference room technology by conducting weekly checks and resolving identified issues proactively

Assist with IT equipment setup, testing, and support during events, ensuring readiness and functionality of all required devices

Manage IT equipment disposals and coordinate with preferred suppliers for proper decommissioning and recycling

Document and maintain accurate records of all activities, site visits, and incident resolutions in the approved ITSM tool

Assist users with activities including but not limited to IT equipment moves, peripheral installation and configuration, onboarding and offboarding requirements

Comply with company practices, guidelines, and security requirements at all times, maintaining professionalism onsite

Engage in continuous improvement initiatives to optimize field support delivery and enhance end user satisfaction

Coordinate with specialized IT teams for escalations and advanced technical support

Forward unresolved tickets to the relevant specialized teams for escalation when issues cannot be resolved by Deskside support

Qualification

End User Computing supportBreak/Fix troubleshootingIncident managementAsset managementPC health checksCustomer serviceTeam coordinationDocumentation

Required

Provide onsite and remote support for end users, resolving incidents relating to EUC equipment including desktops, laptops, peripherals, and mobile devices