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Technical Support Specialist

2 months ago

Hatfield, United States TEKsystems Full time
Job DescriptionJob Description

Duration

6 Month(s) contract to hire

23/hour

Top Skills Details

1)Active Directory
2)Experience working with an application deployment tool like SCCM or Ghost.
3)Experience working with a ticketing system (Remedy, Service Now, BMC) They use Remedy
4)Experience doing break/fix while also being able to troubleshoot hardware/software issues

Description

• Provides first level phone and deskside support for all US Dental Platform locations.
• Ensures that all phone support calls are logged, resolved, or are forwarded to the proper group for resolution.
• Responsible for desktop configurations and imaging, providing ongoing system updates and maintenance of these systems.
• LAN/WAN network troubleshooting, and vendor coordination. This person will be responsible for supporting numerous other third party applications (e.g., Microsoft Dynamics, SAP, Oracle, Remedy, etc).
• Provides IT purchasing services; tracks purchase requisitions and orders for all US Dental Platform locations from initial request through final delivery of products.
• Monitors the pricing and invoicing of merchandise to ensure proper payment and cost savings.
• Takes users issues and requests via phone, email, and Ticketing System. Log the issues\\requests into the Help Desk Tracking System then either resolves or escalates to the appropriate resource.
• First level troubleshooting of laptops, desktops, servers, network related or attached systems.
• Recommends or performs minor remedial actions to correct problems.
• Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
• Replaces defective or inadequate software packages.
• Maintain Active directory user account and security consistency.
• Service internal and external customers cost effectively; log and track customer support requests
• Escalate and redirect Help Desk Incidents to the appropriate technical resources
• Install, troubleshoot, and repair PC hardware and Operating Systems. Troubleshoot MS and Enterprise software application issues.
• Provide support for LAN, remote (VPN, RDP, Citrix) access, and resolve basic email connectivity issues.
• Installation and maintenance of Windows based PC/Laptops in an enterprise environment.
• Troubleshooting, configuring of desktop components, and assisting with physical installations of Desktops, Laptops, and Thin clients.
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
• Installing software patches as needed and eradicating spyware/viruses.
• Setup and troubleshooting of print servers and queues.
• Assists with upgrade implementations, application support, and network infrastructure expansions.
• Performs preventive maintenance and repairs.
• Performs other duties as assigned.

Day to Day:
50-70% phone support for the help desk
- This depends on how busy the site is
30-50% desk side
- If the individual is motivated, they will want to upgrade all the computers to Windows 10 on the site
- If they’re going through proactive support on site, then they may not be jumping on the phones as much
- If they’re not as outgoing they may be able to pick things up quickly by doing
This person will be only person on site on the help desk

Reporting into a team supporting N.A.

Users call into help desk and it gets escalated to the local tech who will physically go deskside
- Imaging computers
- Video card issues

In charge of local communication
- O365 upgrade; please look for the upgrade
- They will be responsible for being voice at the site, but she may be the one who sends out the email
o They should want to send the invite out so then they receive the questions they can field
- Will be running trainings for the local office and will be trained by company on front end of the position

Ticketing experience
Self-motivated and also working independently
- If they can find additional projects on site to fill in their time
Procurement for local site

Customer Service is huge

 

Enterprise Req Skills

helpdesk, hardware, image, Active Directory

 

Job Title

Technical Support

 

Top Skills Details

1)Active Directory
2)Experience working with an application deployment tool like SCCM or Ghost.
3)Experience working with a ticketing system (Remedy, Service Now, BMC) They use Remedy
4)Experience doing break/fix while also being able to troubleshoot hardware/software issues

 

Worksite Address

2800 Crystal Driver,Hatfield,Pennsylvania,United States,19440

 

 

 

Drug Test Required

true

 

Experience Level

Entry Level

 

External Communities Job Description

Provides first level phone support for all US Dental Platform locations. Ensures that all Phone support calls are logged, resolved, or are forwarded to the proper group for resolution. Responsible for desktop configurations and imaging, providing ongoing system updates and maintenance of these systems. LAN/WAN network troubleshooting, and vendor coordination. This person will be responsible for assisting the Information Technology group with maintaining Enterprise backups (e.g., Commvault) and

 

EVP

Every manager that I work with at started out on this team as a contractor. Each of them worked their way up to being the top performer on the team, into a team lead, and asked to interview for a supervisor role. From there, there is even more mobility for anyone\'s career to move up in the company.

 

Additional Skills Tags

 

Additional Skills & Qualifications

Customer Service ; these managers will ask someone questions about irate users
Preferred Qualifications:
• Working knowledge of Cisco/Avaya phone systems is a plus

 

Business Qualification

 

Impact to the Internal/External Customer

If issues are not resolved on the first call then dentists and their assistants are not able to complete the task for the patient. This could leave patients in pain, could cause their appointment to go over the time expecting which might make them late to work, and could ultimately lead to losing a customer.

 

Why is Position Open?

 

Business Challenge

Right now 13,000 dentist offices work with to support their hardware and software, a laps is support could be crippling to the  environment without an additional resource on site in Hatfield.

Temporarily remote and onsite later on