Job Description

Job Description

The Deskside Technician role is responsible for supporting the end-user computing and networking infrastructure of United Bank Branches or UBSI locations within an assigned geographic region. The employees in this position will travel within the assigned geographic area to execute the duties assigned to this role. The position will support the UBSI desktop computing environment within the assigned region. This includes assisting with installing, diagnosing, repairing, maintaining, and upgrading all IT hardware and equipment as appropriate to ensure optimal workstation performance. The person will help troubleshoot, provide problem resolution, and resolve assigned Help Desk tickets (in person or remotely as appropriate) in a timely, accurate fashion. The individual will also provide end-user assistance in their assigned region as required.

RESPONSIBILITIES:

• Assist in performing onsite analysis, diagnosis, and resolution of desktop problems for end users; help recommend and implement corrective solutions, including offsite repair as needed.
• Support the Deskside Technician, Sr. and/or Deskside Systems Specialist with installation, configuration, testing, maintenance, monitoring and troubleshooting end-user workstations, along with related hardware and software in order to deliver required desktop service levels.
• 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.
• Receive and respond to incoming calls, service desk tickets, email or chat regarding equipment or application incidents.
• Collaborate with Technical Services Help Desk staff to serve as help ticket escalation point for issues that Help Desk Staff are not able to resolve. Work with other Technical Services Teams to resolve issues and maintain services.
• Where required, resolve issues with associated end-user workstation software products.
• Image Personal Computers (PC’s) and Laptops for deployment in accordance with established corporate standards. This may include life-cycle replacement activities, problem PC replacement, or new deployment.
• Perform printer, fax, and scanner diagnostics for troubleshooting.
• Assist with network and telecom support by troubleshooting basic telephone/fax/network cabling issues.
• Support software deployment in accordance with established corporate standards.
• Perform moves, adds, and changes (MAC) requests as they are submitted by departmental and upper management.
• When required by backline support team members, provide on-site support for application and hardware troubleshooting and problem resolution.
• Assist with significant Technical Services large scale initiatives within assigned geography.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting and statistically monitoring end-user device operations.
• Assist Asset Management Administrator with maintaining an inventory of all desktop PCs, laptops, mobile devices, printers, multi-function printers, hard drives, routers, switches and other components and equipment as required.
• If necessary, work with third-party support and PC equipment vendors for problem resolution or to support Technical Services initiatives.

Qualifications

• High school diploma or equivalent required; 4-year degree in related field preferred
• Minimum of 1 (one) year work related experience highly desired; banking or IT industry a plus.
• Proficient in Microsoft Office products required
• Proficient in Desktop Operating Systems preferred
• Valid driver’s license required
• Ability to travel up to 60% within the assigned geographic area required
• Ability to be flexible on work schedule based on workload and business needs required
• CompTIA A+ certification, Microsoft Office and Operating System certifications preferred
• Technical knowledge of PC and desktop hardware preferred
• Hands-on hardware troubleshooting experience preferred
• Working technical knowledge of current protocols, operating systems, and standards preferred.
• Self-motivated
• Ability to effectively follow processes, as well as prioritize and execute tasks in a high-pressure environment preferred.

KEY COMPETENCIES:

• Problem Analysis and Resolution focused
• Detail Oriented
• Customer Service focused
• Task and Time Management

ESSENTIAL FUNCTIONS

• Ability to sit, stand, kneel, and bend for extended periods of time.
• Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• Ability to converse and exchange information with all levels of staff within organization.
• Ability to observe, perceive, identify, and translate data
• Ability to travel up to 60% via airplane, automobile, bus and/or train

Company Profile

Please click here to access a list of benefits for which this position is eligible. Additional information regarding United's Mission, Values and Culture can be found .

At United, our strength is our people, and we are committed to nurturing a culture that is reflective of the communities we serve; promotes respect and a shared purpose; and aligns with our core values.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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