3-5 years of experience
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Employment Type:
Full time
Job Category:
Information Services
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Deskside Support Tech II
Outerwall | Louisville, Kentucky
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Job Description

Deskside Support Technician II

Position Overview

This person contributes to Outerwall’s success by: Providing responsive and high quality technical support by working directly with end-users in person, over the phone or through email to gathering information, evaluate options, and resolve technical problems with computer hardware and software.

Key Responsibilities

  • Provide exceptional service to personal computer users. Achieve service level objectives for responding to and resolving PC and MAC hardware and software Assistance Requests
  • Install and configure PC and MAC hardware and software. Complete PC and MAC hardware maintenance and basic repairs
  • Assists with identifying inefficiencies and support initiatives to simplify processes
  • Direct the activities of third-party repair technicians
  • Resolve complex PC and MAC hardware and software problems
  • Identify improvements to raise the quality and efficiency of service to end users
  • Document processes and procedures, and keep them consistent with Corporate IT policies
  • Track software licenses to assure Outerwall’s complete compliance with software license requirements
  • Assist with network configuration and administrative duties associated with Windows and Lotus Notes
  • Will escalate problems to next level of support when necessary
  • Lead special projects
  • Willingness to update skills and knowledge as new technologies and/or applications are introduced to the company

Education & Experience

  • Experience with networked PC and MAC setup and installation (4+ years)
  • Experience identifying and resolving PC and MAC related problems (4+ years)
  • Experience building and maintaining positive user relationships (4+ years)
  • Support of Windows and Microsoft Office products (4+ years)
  • High School Degree or GED – required
  • College – AA CS preferred
  • License/certificates – A+ preferred

Knowledge, Skills & Abilities

  • Excellent problem solving skills
  • Clarifying, prioritizing, and resolving IT issues
  • Indentifying and executing appropriate problem solving steps
  • Hands on experience in networking
  • Knowledge of MAC, Microsoft Windows XP or Windows 7, and Microsoft Office products
  • Strong communication and business skills are needed to ensure a high level of customer satisfaction
  • Self-directed, able to work with minimal supervision

Physical Requirements

  • Physical ability to lift 40 lb


At Outerwall, we want to enable internal movement and become a talent sharing organization where we can develop talent and employees can grow long term careers through gaining a set of critical experiences.  We believe that diversity and inclusion create organizational strength.  If you need an accommodation to complete our application process, please contact us at careers@outerwall.com.  Equal Opportunity Employer Minorities/Females/Protected Veterans/Persons with Disabilities


Posting Notes: || United States || Kentucky || Louisville || || None


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