Job Role:  

The onsite Deskside Support Technician is responsible for providing technical support on location, including troubleshooting, hardware and software issues, networking, and conference room support. This role involves closely engaging with users at various levels, including C-level executives, addressing incidents and requests, managing assets, and ensuring the smooth operation of meetings and server rooms. The ideal candidate must exhibit strong problem-solving skills, excel at working independently, and shine in customer service. 

Job Responsibilities: 

Technical Support & Incident Management 

Troubleshoot and resolve complex technical issues, including user account problems, hardware failures, and software installations. 

Handle warranty and repair requests with vendors (e.g., Dell, Lenovo, Microsoft). 

Provide remote assistance and resolve tickets related to software updates, hardware configurations, and user issues. 

Some travel may require on-site visits to assist other Deskside Techs in configuring machines and setting up monitors, docking stations, and peripheral devices. 

Server Room & Printer Support 

Maintain server and IDF rooms, ensuring they are tidy and organized. 

Provide "smart hands and eyes" support for the Server and Network teams and escort external vendors during repairs or maintenance. 

Assist the File and Print teams by supporting printer hardware and facilitating repair and maintenance efforts. 

Floor Walks & User Interaction 

Proactively interact with users during floor walks to identify and address IT issues. 

Handle ad-hoc requests for support, ensuring quick response times and problem resolution. 

Conference Room Support 

Ensure audio/visual and IT equipment in meeting rooms is functioning correctly. 

Configure PCs for Microsoft Teams meetings and update firmware on Mersive Solstice Pods as necessary. 

Provide users with "How To" guidance for meeting room technology usage. 

Asset Management 

Manage IT assets, including adding new PCs to inventory, reimagining returned devices, and coordinating the shipping of equipment. 

Perform physical inspections of hardware, maintain loaner devices, and prepare PCs for disposal or reuse. 

Ticket Management & SLAs 

Resolve tickets efficiently, adhering to SLAs and company standards. 

Track ticket resolution times and compare performance to team averages. 

Customer Satisfaction 

Maintain a high level of customer satisfaction (CSAT) by delivering timely and effective IT support. 

Address escalations and provide direct feedback to users to improve service quality. 

Collaboration & Communication 

Collaborate effectively with peers, managers, cross-functional teams, and external vendors. 

Communicate clearly with stakeholders and contribute to knowledge-sharing efforts. 

Proactive Problem-Solving & Process Improvement 

Identify potential issues before they arise and suggest or implement process improvements. 

Demonstrate agility in adapting to new technologies, software, and processes. 

Time & Resource Management 

Efficiently manage multiple tasks and prioritize effectively to meet deadlines. 

Required Qualifications: 

Possess High school diploma or GED required 

Proven experience in a deskside support or similar role. 

Knowledge of Windows operating systems, software installations, and troubleshooting techniques. 

Familiarity with hardware support for PCs, printers, and meeting room equipment. 

Strong communication skills and ability to work in a collaborative team environment. 

Hands-on experience with Microsoft Windows 10/11 and Office/O365 

Ability to lift and transport equipment (up to 50 lbs). 

Travel 15%-25% 

Preferred Qualifications:  

2+ years of relevant experience in a deskside or technical help desk or environment preferred 

Certifications such as CompTIA A+, ITIL, Lean Six Sigma, and Microsoft Certified Professional or equivalent are preferred. 

Project management skills 

Some College preferred 

Demonstrate resourcefulness in utilizing available tools and resolving issues independently 

Flowserve offers competitive pay, annual bonuses, medical benefits on day 1, generous paid vacation time, paid holidays, 401(k) and many other excellent benefits!