Deskside Technician

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

At United, we value all of the relationships we have built since 1839. We are committed to providing each relationship with an unmatched level of service. While we offer competitive products, services, rates, and technology, the level of service we provide and our commitment to building relationships is what sets us apart from our competitors. Our 211 full-service banking offices and 15 loan origination offices in West Virginia, Maryland, Virginia, Ohio, Georgia, Pennsylvania, North Carolina, South Carolina and Washington, D.C. are each built on customer service and commitment to the community. United is backed by a history of safe, sound and secure banking practices that have allowed us to navigate through decades of changing economic environments. Because of this, our employees, customers, shareholders and communities can rely on us to be their banking partner for decades to come. At United, our strength is our people, and we are committed to nurturing an inclusive culture that is reflective of the communities we serve; celebrates diversity of thought, backgrounds, and experience; promotes respect and a shared purpose; and aligns with our core values. Member FDIC. Equal Housing Lender. Equal Opportunity Employer.