About the Role
Role details below.
Responsibilities
- Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals.
- Provide Level-1 technical support for supported desktops, laptops, and peripherals.
- Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
- Managing returns on warranted parts and systems.
- Packaging and shipping replacement parts to customers.
- Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers.
- May participate in development of information technology and infrastructure projects.
- Installing, supporting and troubleshooting approved desktop software.
- Performing planned maintenance, moves, adds and changes.
- Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN).
- Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel.
- Exercises judgment with defined procedures and practices to determine appropriate action.
- Communicate effectively with multiple customers and co-workers.
- Consulting with the Service Desk on support calls.
- Able to communicate highly technical information to both technical and non-technical personnel.
- Providing Case status updates to management and end-users.
- Providing phone support and diagnostics to remote customers.
- Participating in training programs designed to educate customers about basic and specialized applications.
- Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support.
Requirements
- 1-2 years or more of related experience preferred
- Associate's Degree or equivalent experience required
- Strong customer service skills
- Reliability and a strong sense of responsibility
- Ability to work independently and take ownership
- Solid technical and analytical skills required
- Ability to troubleshoot, support, and repair software and hardware for desktop and laptop computers
- Knowledge of supported Microsoft Windows operating systems
- Experience with Active Directory administration
- Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office
- Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
- Ability to travel as required.
- Ability to lift 50lbs (printers, desktop machines, etc.).
Nice to Have
- A+ Certification recommended
- MCTS, MCITP, MCPD, MCM preferred
- ITIL Certification preferred
Compensation
$13.44/hour
Work Arrangement
On-site
Additional Information
- Start Date: ASAP
- Assignment Length: 6+ months
- Ability to work on call after hours as required
