Superior Jobs


Desk Side Support Technician

  • ID: 496884
  • Posted: 12/2/2021
  • Location: Phoenix, AZ
  • Category: IT - Information Technology
  • Job Type: Temp to Direct
  • Duration: 6 - 9 Months


Acara Solutions' client is seeking a self-driven, motivated, customer service professional to join their Service Desk team, located in Phoenix, AZ - the company's global, corporate headquarters. As a Desk Side Support Technician, you will have the opportunity work with hardware and software to help the business and ensure optimum functionality. You will be working with the local and global team on various assignments and projects. As a result, you will gain a lot of exposure to different cultures, and internal organizations requiring adaptability and strong soft skills. This position will be a fast-paced, high demand position.


The Service Desk, Desk Side Support Technician role is to ensure proper computer and software operation and to assist end users, that the end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help request and incident issue tickets. Service Desk technicians must have a comprehensive understanding of computer hardware and software. In addition, they must possess excellent communication skills in order to assist computer users.

$24-$25.95 an hour DOE


Performance Objectives:

The successful candidate will have the opportunity to:

  • Follow standard Service Desk procedures.
  • Provide courteous customer support to users through phone, walk in, and ticket requests. Log all interactions, track and route issues and requests and document resolutions. Monitor all open tickets to ensure prompt closure and resolution. Identify and escalate situations requiring urgent attention.
  • Escalate tier 2 and 3 issues to the appropriate team(s).
  • Install, configure, maintain, upgrade, and troubleshoot a wide range of hardware and software used in the company.
  • Research questions using available information resources. Advise users on appropriate action.
  • Gather metrics on daily/weekly/monthly requests and work.
  • Replace systems (laptop and desktop).
  • Purchase new systems and accessories and log data into asset inventory system or appropriate records while managing local inventory of IT related equipment.
  • Image new systems using automated technologies (such as SCCM, etc.) and update with needed drivers and patches.
  • Deploy and maintain smartphone fleet.
  • Maintain loaner devices.
  • Assist off site contractors with hardware maintenance.
  • Travel between sites to provide support as needed. (locally and within the US).
  • Install, configure and support software.
  • Data Center operation support.
  • Provide assistance to other towers.
  • Assist with acquired company integration
Job Requirements

Required Qualifications:
  High School Diploma
  2 years of experience in Help Desk or Desk Side Support or related role

Preffered Qualifications 
  Bachelor's Degree
  Experience with Cleanroom protocols and procedure 
  Technical skills:
  • Experience with IT infrastructure area support - DSS, Multiple Workstation OS (Window, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
  • Experience with one or more of the following is a plus: Active Directory, Group Policies, SCCM, IIS, scripting, server HW, Linux, Systems Administration/System Engineer Microsoft certification
  • Familiarity with various computer cabling, printers, document scanners, barcode scanners, projection devices, networking, digital and analog telephony, VoIP, and other office technologies.
  Soft skills (Competencies):
  • Listening skills, verbal communication skills, customer service skills, problem-solving skills, teamwork skills.

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct, and Aleron's strategic partner, SDI) are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis. The Aleron companies welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available upon request for applicants taking part in all aspects of the selection process.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.

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