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Device (Desktop) Support
2 months ago
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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