Raas Infotek · 5 hours ago
Deskside Support Technician
Frisco, TX
Contract
Onsite
Senior Level
5+ years expRaas Infotek is seeking a Deskside Support Technician to provide hands-on support for Macintosh and Windows platforms. The role involves performing problem analysis and resolution of technical issues related to end-user computing hardware and software while ensuring adherence to service level agreements.
Information Technology
Hiring Manager
Prashant Baisla
Responsibilities
Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software when required and direct the team
Become familiar with local and regional infrastructure, key contacts, and escalations regarding other teams in the business
Perform break-fix support for a wide range of hardware and software (site specific software competency will be trained while on the job)
Demonstrate outstanding understanding and communication when working with clients
Work with vendors to add/change/remove account contracts
Support a standard set of applications plus additional software and hardware specific to Executives and tailored to a mobile workforce
Must be ready to cover extended business hours’ support (7am-7pm) with occasional on-call remote support
Ability to Travel on rare occasions (less than 20%) as per business need
Qualification
Required
5+ years' experience supporting Macintosh and Windows platform based Laptop and Desktop, peripherals, and printers, both standard and custom software
Excellent customer service and communication skills
Perform varying degrees of problem analysis, resolution of all technical issues related to end-user computing hardware and software including but not limited to Laptops, Desktops, Tablets, and VOIP conference equipment
Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software when required and direct the team
Become familiar with local and regional infrastructure, key contacts, and escalations regarding other teams in the business
Perform break-fix support for a wide range of hardware and software
Demonstrate outstanding understanding and communication when working with clients
Work with vendors to add/change/remove account contracts
Support a standard set of applications plus additional software and hardware specific to Executives and tailored to a mobile workforce
Must be ready to cover extended business hours' support (7am-7pm) with occasional on-call remote support
Ability to Travel on rare occasions (less than 20%) as per business need
Highly Knowledgeable (L1+ Skills, 5+ years' relevant experience) in Desk side support function in large fast paced and demanding enterprise environments
Must be highly motivated and able to work independently and adhere to scheduled shifts responsibly
Very strong customer service mindset with focus on achieving high customer satisfaction
Very strong English written and verbal communication skills including proper grammar and professional language suited to customer communication
Should be able to analyze and prioritize workload in the queue to ensure response and resolution times are within SLA's and meet customer expectations
Innovative team player with strong analytical problem solving and interpersonal skills
Preferred
Customer service skills
Comfortable working with people in a professional setting
Able to work with multiple vendors and build work relationships with them
Able to provide a calming demeanor when frustrated with the customer to reach a positive conclusion
Good presentation & communication skills along with ability to handle critical situations
Expert on MS Office products including Skype for Business
Experience-based Windows 10 support
BitLocker encryption
Configuration/imaging
Crash/BSOD resolution
Installation environment
General Windows OS troubleshooting
Hardware support and troubleshooting
Troubleshooting hardware issues
Replacing desktop/laptop hardware
Installation of peripheral devices
Microsoft Office proficiency
Proficiency in Word, Excel, Teams, Outlook, Access, PowerPoint (usage and support)
Visio, Project (support)
Able to create documentation and contribute to KB articles
O365 support
Basic network troubleshooting
Experience working with basic network hardware (switches)
Troubleshooting connectivity issues
Thorough understanding of wireless/wired networks
Experience-based iPhone/iPad support
Providing tips and suggestions to better utilize mobile devices to customers
Working knowledge of troubleshooting iOS issues
Comprehension of how mobile devices affect the workplace
Able to identify hardware issues on mobile devices
Able to pass our vendor's (GSX) certification for basic hardware repair
Company
Raas Infotek
RAAS Infotek is a full spectrum global Information Technology services company, providing end-to-end business solutions.
201-500 employees
H1B Sponsorship
Raas Infotek has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (52)
2024 (55)
2023 (62)
2022 (44)
2021 (61)
2020 (44)
Funding
Current Stage
Growth StageCompany data provided by crunchbase