_Role:_IT Deskside Support Technician - End User Computing (EUC)_
- Location:_PNMR ABQ, New Mexico_

JOB DESCRIPTION

The position of IT Deskside Support Technician - End User Computing performs Level 2 troubleshooting, repair, and preventative maintenance of end user computing equipment and peripheral equipment at corporate locations.

Essential duties for the position include, but are not limited to the following:
- Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs.
- Troubleshoot, diagnose and resolve the tickets (Hard IMAC and break fix) that needs onsite intervention.
- Coordinate with higher level remote support teams and Supplier’s Service Desk teams for ticket resolution.
- Utilize Known Error Database (KEDB) to perform onsite support tasks.
- Participate in war rooms for critical incident management when required or at Customer’s discretion.
- Resolve incidents at end-users’ desks when resolution cannot be achieved by remote support.
- Resolve break-fix incidents,



either by own intervention or requesting and coordinating technical service with OEM.
- Provide Smart hands and feet support for audio / video conferencing devices in alignment with the operating model.
- Plan, schedule and fulfil all IMAC (Install, Move, Add, Change) requests according to defined processes, approvals.
- Request, coordinate and facilitate visits when required for IMAC in alignment with the operating model.
- Follow the Customer’s requirements and procedures for escorting vendors and guests during facilitation of visits.
- Update CMDB records during the IMAC process where appropriate to make sure that added/removed devices and spare parts are reflected properly in the Customer system(s).
- Manage use of any manufacturer warranty and technical support to limit repair cost and facilitate incident resolution.
- Install and test replacement parts for supported devices.
- Schedule supported device installation, Software and Hard

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