GTS Deskside Support

at  Broadcom

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Job Description:
A Desktop Support Technician that possesses a strong customer service orientation, sound technical skills, integrity and a passion for excellence. The right candidate will be extremely detail-oriented, able to multi-task in a demanding environment, and possess exceptional communication and organizational skills. The right candidate will have a “do whatever it takes’’ attitude and possess great pride in their work.

Job Duties and Responsibilities

• Provide hardware and software support; including client life-cycle management and all standard management for the site.
• Provide requested assistance by end-users from the following channels: assigned tickets, user walk-up and calls, or assigned by the service manager.
• Responsible for installation, configuration and on-going maintenance and usability of desktop/laptop computers, printers, handheld/mobile devices, peripheral equipment and software within established standards and guidelines. software within established standards and guidelines.
• Set up new clients and re-imaging their requests of standard laptops and desktops Dell / Mac.
• Troubleshoot issues with desktops and notebooks including: connectivity, blue screens, viruses and printing for both on- and off-site users; coordinate and schedule with Dell Engineers for on-site break-fix.
• Ability to provide troubleshooting assistance for IT-supported PC issues and local support; DHCP / DNS, Active Directory, wireless/wireless hotspots, printers, viruses, remote access (VPN) and Windows Domain account issues.
• Support experience with Google Enterprise Applications, BOX, Video, WebEx, Zoom and Audio (PDI) Conference.
• Remote and desk-side installation of various software packages, engineering tools, and patches utilizing Altiris and our Video Angel solutions.
• Manage all open requests in Broadcom’s ITSM system in a prompt and timely fashion; document all end-user interactions.
• Onsite in-person position.
• Must be flexible and willing to travel when needed.

Qualifications

• Minimum two (2) years experience in a corporate Helpdesk and/or Desktop Support environment.
• Thorough understanding of Windows 10 /11 Operating Systems.
• Working knowledge of Apple Mac and IOS.
• Excellent customer service skills to work effectively with clients.
• Ability to work well with other people in a team-oriented environment.
• Must be professional, self-motivated, resourceful, flexible and work with minimal supervision.
• Must understand and communicate difficult concepts and provide instructions in a clear and straightforward manner.
• Must be able to follow through procedures and protocols as outlined by senior management.

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.
If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence

• Provide hardware and software support; including client life-cycle management and all standard management for the site.
• Provide requested assistance by end-users from the following channels: assigned tickets, user walk-up and calls, or assigned by the service manager.
• Responsible for installation, configuration and on-going maintenance and usability of desktop/laptop computers, printers, handheld/mobile devices, peripheral equipment and software within established standards and guidelines. software within established standards and guidelines.
• Set up new clients and re-imaging their requests of standard laptops and desktops Dell / Mac.
• Troubleshoot issues with desktops and notebooks including: connectivity, blue screens, viruses and printing for both on- and off-site users; coordinate and schedule with Dell Engineers for on-site break-fix.
• Ability to provide troubleshooting assistance for IT-supported PC issues and local support; DHCP / DNS, Active Directory, wireless/wireless hotspots, printers, viruses, remote access (VPN) and Windows Domain account issues.
• Support experience with Google Enterprise Applications, BOX, Video, WebEx, Zoom and Audio (PDI) Conference.
• Remote and desk-side installation of various software packages, engineering tools, and patches utilizing Altiris and our Video Angel solutions.
• Manage all open requests in Broadcom’s ITSM system in a prompt and timely fashion; document all end-user interactions.
• Onsite in-person position.
• Must be flexible and willing to travel when needed