Job description

Desktop Support Technician - Workspace Onsite IT

Candidates must be willing to Travel up to 1-2 hours to office locations. Traveling expenses and will be covered by the company per your expense report. All travel expenses will be reimbursed.

60% Travel, 40% remote.

Minimum Knowledge, Skills and Abilities Required:

Associates Degree and/or 2+ years equivalent work experience in the technology support field. Experience with hands-on and remote technology hardware support, including hardware repair and replacement desired. Ability to travel locally to various worksites required. Skilled at providing excellent customer service interactions in addition to technical support.

Any experience with Apple hardware, including Apple Device Support certifications, a major plus. CompTIA A+ and/or HDI Desktop Advanced Support Technician certifications highly desirable.

Core Function:

The Desktop Support Technician plays a significant role in Encore Technologies’ Workspace Services Onsite IT offering. Desktop Support Technicians provide a combination of local,

hands-on support as well as remote support for clients with a dispersed user base. This support is focused on IT hardware and software across Windows and Apple/MacOS ecosystems. Desktop Support Technicians also execute IT hardware lifecycle activities including imaging, deployment, retrieval, repair, and more. This role works in varied environments and may require local vehicle travel from one worksite to another on a frequent basis.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical to this position.

• Provide exceptional customer service to our clients/customers.

• Complete project- and/or ticket-based work that is assigned on a regular basis.

• Troubleshoot, diagnose, and resolve technology issues including those related to application, I/O, hardware, and more.

• Collaborate with teammates and client points-of-contact to ensure work is done effectively and efficiently.

• Perform hardware lifecycle activities including imaging, deployment, maintenance, retrieval, repair, and disposal as appropriate.

• Work with users across a wide variety of environments including office space, manufacturing facilities, and remote work locations, with minimal impact to quality of service delivered.

• Participate in training to grow and improve skill set.

• Interact and liaise with internal leadership on escalations and service improvement objectives.

• Work with frequent minimal supervision in a productive and professional manner.

Supervisory Responsibilities: N/A

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in

person and by multimedia; use hands to handle, feel or operate standard office equipment; and reach with hands and arms. Some ability to handle fine/delicate parts or hardware may be required. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have the ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus. Employees must be able to lift up to 50 LBS.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Employees must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General Office Environment

Work varies greatly in nature, with extended periods of both mobile and sedentary work, and may require standing and walking for up to 55% of the time. Work is generally performed within an office environment, with standard office equipment available.

Encore Technologies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.Desktop Support Technician - Workspace Onsite IT

Minimum Knowledge, Skills and Abilities Required:

Associates Degree and/or 2+ years equivalent work experience in the technology support field.
Experience with hands-on and remote technology hardware support, including hardware repair
and replacement desired. Ability to travel locally to various worksites required. Skilled at
providing excellent customer service interactions in addition to technical support.

Any experience with Apple hardware, including Apple Device Support certifications, a major
plus. CompTIA A+ and/or HDI Desktop Advanced Support Technician certifications highly
desirable.

Core Function:

The Desktop Support Technician plays a significant role in Encore Technologies’ Workspace
Services Onsite IT offering. Desktop Support Technicians provide a combination of local,
hands-on support as well as remote support for clients with a dispersed user base. This support
is focused on IT hardware and software across Windows and Apple/MacOS ecosystems.
Desktop Support Technicians also execute IT hardware lifecycle activities including imaging,
deployment, retrieval, repair, and more. This role works in varied environments and may require
local vehicle travel from one worksite to another on a frequent basis.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may
be performed. The omission of specific statements of duties does not exclude them from the
position if the work is similar, related or logical to this position.

• Provide exceptional customer service to our clients/customers.
• Complete project- and/or ticket-based work that is assigned on a regular basis.
• Troubleshoot, diagnose, and resolve technology issues including those related to application, I/O, hardware, and more.
• Collaborate with teammates and client points-of-contact to ensure work is done effectively and efficiently.
• Perform hardware lifecycle activities including imaging, deployment, maintenance, retrieval, repair, and disposal as appropriate.
• Work with users across a wide variety of environments including office space, manufacturing facilities, and remote work locations, with minimal impact to quality of service delivered.
• Participate in training to grow and improve skill set.
• Interact and liaise with internal leadership on escalations and service improvement objectives.
• Work with frequent minimal supervision in a productive and professional manner.

Supervisory Responsibilities: N/A

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met
by employees to successfully perform the essential functions of this class. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in
person and by multimedia; use hands to handle, feel or operate standard office equipment; and
reach with hands and arms. Some ability to handle fine/delicate parts or hardware may be
required. Employees are frequently required to walk, stand and move about to accomplish
tasks, particularly for long distances or moving from one work site to another. Must have the
ability to ascend and descend stairs. Specific vision abilities required by this job include close
vision and the ability to adjust focus. Employees must be able to lift up to 50 LBS.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use
written and oral communication skills; read and interpret data, information and documents;
analyze and solve problems; use math and mathematical reasoning; learn and apply new skills
and information; perform highly detailed work on multiple, concurrent tasks; and interact with
colleagues, Clients and Vendors. Employees must maintain composure in a fast paced, high
quality environment where personal and team accountabilities are the defining factors.

General Office Environment

Work varies greatly in nature, with extended periods of both mobile and sedentary work, and
may require standing and walking for up to 55% of the time. Work is generally performed within
an office environment, with standard office equipment available.

Encore Technologies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

Job Type: Full-time

Pay: $25.00 - $28.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Windsor, CT 06095: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer support: 1 year (Preferred)
• iOS: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location

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