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Device (Desktop) Support

2 months ago

Atlanta, United States Randstad Sourceright Full time

Device (Desktop) Support (NO C2C/NO SPONSORSHIP)

Location: Atlanta, GA 100% onsite

Length of contract: 6+month contract to hire

Hourly Pay: $27-30/hr

Schedule: Monday - Friday 8-5pm


Must Have:

2 years of onsite deskside support

Heavy support on iPhone, iPads, laptops, desktops.

Usage of Intune and MECM highly preferred.


Mission:

Provide the best possible "white glove" customer service by working with customers to resolve

their technical related problems in a swift manner as well as providing accurate responses and

solutions.


Experience:

• Two-year prior Support Center experience, working in a fast-paced environment directly supporting Desktops and Laptops.

• Proven ability to meet service goals consistently.

• One-year prior Windows administration and Active Directory experience.

• Microsoft Certified Professional (MCP) and/or Comp TIA Certifications preferred.


Key metrics that will be used to measure success of this role:

• Customer Satisfaction

• Time to Close

• Completion of Group Projects


Responsibilities:

Listed below are the responsibilities for this role:

• Cultivate and manage relationships with customers.

• Prioritize work and meet deadlines.

• Support and deploy company desktops and laptops.

• Document resolutions for other teams and team members to use.

• Serve as a point of contact and Subject Matter Expert for the team. Accurately track all work in ITSM for the benefit of customers and IT.

• Support on-going Device Support projects.

• Be flexible to meet the needs of the team or current project, which sometimes requires nights and weekends.

• Maintain application packages for deployment through MECM/SCCM and Intune.

• Participate in building Gold image for company desktops/laptops.

• Follow policies and procedures on computer and software deployment and decommissioning.

• Function as a point of contact for incidents and service requests from end users by phone and email.

• Solve problems and be able to present technical information to users with different technical skill levels.

• Communicate effectively with customers, coworkers, and management.

• Configure Apple devices in Airwatch or Intune.

• Configure and troubleshoot various equipment and peripherals, including desktops/laptops, printers, and more.

• Cross train and assist others when necessary.

• Support and configure the software applications such as email plugins, CRM system, Office 365, Outlook, Edge, Chrome, timekeeping, customer presentation applications, VPN, and others.

• Employ device management tools in supporting users and requested applications.

• React to change productively and handle other essential tasks as assigned.

• Be an active member of the Device Support Services team.

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