• The Dako Group
  • Auburn Hills, MI
  • Customer Service/Call Center
  • Full-Time
  • 1825 N Perry St

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Job Description:

Under the general supervision of the Manager, End User Computing and IAM Services, the Desk Side Technician is responsible for IMACs (Installs, Moves, Adds, Changes) and technical hardware support. It is a hands-on technical role that requires good people skills along with workstation support knowledge.

Primary Responsibilities:

Analyze and resolve hardware/software problems onsite or remote operational mode

Design, installation, configuration and maintenance of a comprehensive IT infrastructure with a focus on Microsoft Windows

Removal and installation of hardware components and peripherals

Installation of additional software and manually and via deployment console

User requests for technical advice and support

Installation and customization of client equipment

Provide concierge support to VIP/Executive personnel as needed

Classification of technical queries and forwarded to relevant departments

Documentation of customer inquiries

PC Refresh Life Cycle Process and deployment

Use client security tools (antivirus, encryption)

Use remote support tools, and ticketing tools

Customizing user profiles

Hardware installation and hardware expansion

Instruction and advice to the user

Backup and restore of user data

Commissioning and network switching operations

Coordination with IT coordinators and users

Job Requirements:

Position is responsible for desk-side support in a Windows environment

Support includes installs, equipment pick-up, and equipment inventory

Perform miscellaneous software & hardware installs, configuration of Windows and Mac PC Equipment. Provide 2nd and 3rd level trouble shooting of all problems related to this activity

Installers are also responsible for un-boxing equipment as well as packing systems for shipment to remote locations

Candidate must be customer service focused; must be able to follow schedules and perform administrative tasks

Individual must be self-starting, able to work alone and within a team, follow detailed processes, and open to flexible scheduling

Should be able to troubleshoot and isolate issues related to end user computing environments; printers, networks, computer devices, and other attached devices

Skills Requirements:

Excellent written and verbal communication skills

Team work

Customer focus

Problem Solving



Takes ownership

Ability to plan, organize, and prioritize

Ability to work under pressure

Ability to effectively work on multiple activities concurrently

Understanding of Microsoft environment/network including Active Directory, servers, operating systems and Business software

Enterprise Anti-Virus


Citrix knowledge

3-5 years of professional work experience in related field

Associates Degree in Information Systems-Required/BS Information Systems-Preferred

ITIL Foundations V3-Preferred

A+/Network+ or equivalent-Required/MCSA or equivalent-Preferred

Experience with Deployment Console

Experience with ticket tool and diagnostic Tools

Experience in dealing with remote technical support ticket tool

Basic knowledge of programming (scripting, VB)

Basic knowledge of Oracle / SQL / Access

Basic network knowledge and troubleshooting (TCP/IP, switching, routing, DNS, wireless, etc.)

Associated topics: assist, deskside, desktop, information technology analyst, patient, pc, technical support, technician i, technician ii, technology

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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