Jobs search

Workstation Specialist

Network Coverage • Danvers, MA • $19 - $26 / hour • 3w ago

Role Organization

Role Title: Workstation Specialist

Division - Center - Team: Service Operations

Reporting to: Workstation Team Lead

About the Role

The primary objective of the Workstation Specialist I is to stage, configure and deploy new equipment for customers. Workstation Specialist I will be repairing and troubleshooting equipment and providing diagnosis to the customer. Working through assigned tasks, projects and occasionally resolving client requests via ticket, email and phone. The goals are to complete your work with accuracy and in an efficient manner to keep the delivery chain moving.

Accountabilities

Workstation Imaging and Deployment

Build, configure and deploy workstations using standard toolset and imaging process
Ensure all workstations are setup according to client-specific configurations and requirements
Verify the integrity and functionality of the operating system and installed software post-setup
Communicate effectively with clients regarding their workstation build as needed

Hardware Setup and Configuration

Assemble PC hardware components, including installing storage devices, memory or other peripherals
Configure BIOS or boot hardware settings to meet specific client requirements if necessary
Test and validate hardware components for functionality and compatibility before deployment

Software Installation and Updates

Install and configure software applications as needed
Perform updates and patching to ensure systems are updated for both security and performance improvements before deployment
Resolve issues before deployment as needed

Quality Assurance and Testing

Conduct thorough testing of workstations to ensure they meet the configuration, performance and security standards
Identify and resolve any defects or issues prior to deployment, update build ticket and notify Team Lead
Assist in developing and refining imaging and deployment processes for continuous improvement

Documentation and Reporting

Create and maintain documentation related to workstation setups, configurations and client-specific procedures
Provide regular status updates to the Team Lead and other stakeholders on deployment projects
Maintain updates on assigned build tickets as needed
Continuously share knowledge and feedback within the Workstation Team

Client Communication and Ticket Standardization

Maintain clear client communication and expectations on active support inquiries
Promptly escalate support tickets to the Team Lead if unable to resolve within goal, following standard operating procedures
Standardize all workstation tickets according to workstation team SOP
Work closely with Team Lead to identify client trends.

Service Delivery

Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
Maintain a daily 85% billable rate

Knowledge, Skills, and Abilities (KSAs) Required

Experience With:

Microsoft Client OS (Windows 10/11), MacOS is a plus
Experience with PC imaging software and migration tools are a plus
Awareness of LAN/WAN connectivity designs, wired and wireless connectivity
Experience with MSP tools such as ConnectWise PSA and RMM tools a plus

Problem-Solving and Time Management:

Ability to diagnose and resolve technical issues timely and effectively
Experience with various troubleshooting tools and techniques
Strong organizational and documentation skills along with the ability to prioritize tasks

Communication and Interpersonal Skills:

Excellent verbal and written communication abilities
Active listening skills to fully understand client issues and concerns
Passionate about providing an excellent client experience.
High attention to detail to ensure accurate record-keeping

Technical Competencies

Qualifications and Experience:

High School diploma or higher
6+ months of relevant IT experience as either a Workstation/Bench Technician, Help Desk Analyst, Endpoint Administrator, IT Specialist or similar position.
Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable but not required.