Desktop Support Technician
2 weeks ago
Position: Desktop Support Technician
Pay Rate: $20 per hour
Type: Part Time and Temp-to possible-Hire
Schedule: 2 days in office per week (weekdays), though which 2 weekdays have not yet been determined
Address: 2387 Clements Ferry Road Charleston, SC 29492
Summary
Diagnosing and troubleshooting hardware and software break fix, machine configurations, re-imaging. We have HP, Dell and Apple devices in the environment. Along with data backup/restore, OS support, Service Now ticketing system to update and close cases.
- Machine configuration/Software break-fix (Windows Os-Apple IOS)
- Deskside support services (deskside and remote end user support)
- Hardware break/fix (HP-Dell-Apple). Onsite hardware repair
- Client incident updates (in person/on the phone/ Service Now)
- Process parts ordering and returns
- Provides second-line investigation and diagnosis
- Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
- Escalates unresolved incidents/service requests within agreed timescales
- Logs relevant incident/service request details per help desk procedures
- Communicates with Customer regarding incident progress
- Ensures tickets are updated at all times until issues are resolved
- Liaises with Customer, other IT support groups when necessary
- Performs staging of PCs
- Performs IMAC (Install, Move, Add and Change)
- Conducts hardware and software maintenance and support
- Troubleshoots and resolves PC incidents and/or VIP requests
- Coordinates with Service Desk for hardware repair
- Creates/maintains documentation
- Connected Backup Customer support
- Local network support and/or assists centralized Network team
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