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IT Service Technician

4 months ago

Akron, United States SmartSource Full time
Role: SmartSource has an immediate need for a solid Service Technician to assist on a 6+ month possible temp to hire opportunity located in Akron OH.

This will be working 8-5 Monday-Friday and is 100% onsite.
The individual chosen may require training onsite to take place in Columbus OH for a period of 1 week but that is yet to be determined.
All travel/hotel expenses would be covered by the customer if the need to go to Columbus comes up.
This will be both hands on and remote troubleshooting support of internal and external users.

The responsibilities of this position are as follows:
Ticket queue managements - Technicians are expected to manage their ticket queue and coordinate work accordingly, and close tickets on a timely manner with proper notes.
Ticket notation - Technicians are expected to note their tickets utilizing the note template provided.
Ticket Assignment - IF a ticket needs re-assignment, technicians are to enter notes accordingly and/or reason for re-assignment.
Escalation - Technicians are to use escalation paths set by the client
Stockroom Repair - Technicians are responsible for the Stockroom Repair service level agreement (SLA). Repairs are completed once the machine is in full operational order and has a valid base image.
Asset Management - Technicians are responsible for following Asset Management protocols and deliverables. Failure to comply will result in client penalties and performance evaluations.
Updating Asset - Asset dispositions are to be updated the day the equipment is being processed.
Data Certification - Technicians will complete data certifications and any discrepancies will be reviewed and will apply actions to mitigate discrepancies and the reason for such discrepancies.
Parts Ordering - Technicians are responsible for ordering parts and return of warranty parts accordingly. Failure to return parts on time will result in performance evaluation.
Disposal - Technicians are responsible for coordinating and providing accurate data of disposal items.

Qualifications:
3+ years' experience working in the IT field
3+ years' experience troubleshooting users in a windows based environment specifically Windows 10 and above
Must have hardware troubleshooting background on desktops and laptops
Some help desk ticketing systems background required with ServiceNow being highly preferred.
Must have reliable transportation
Must have excellent communication and customer services skills.

Job Types: Full-time, Contract

Pay: $24.00 per hour

Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Experience level:
3 years
Schedule:
8 hour shift
Monday to Friday

Experience:
professional IT troubleshooting: 3 years (Required)
Windows 10 (and above): 3 years (Required)
ticketing system: 1 year (Required)

Work Location: In person