PC Redistribution Technician

2 weeks ago

Idaho Falls, United States CRI Advantage Full time
Job DescriptionJob Description

The PC Redistribution Technician on our Field Services team reports directly to the Field Services Supervisor and is primarily responsible for facilitating Media Sanitization/Destruction and PC Redistribution functions. Secondary support function is to diagnose and resolve problems with computer hardware/software, and peripherals at the desktop/laptop level. In addition to resolving common error conditions, as documented in KBAs or standard documentation provided by TSS, this worker diagnoses and acts on error conditions not fully covered by existing procedures and guidelines. This worker would first consult KBAs but may utilize other procedures if standard procedures do not provide a solution and refers problems that do not respond to corrective procedures to management. Work may be reviewed by senior resources or management.


Primary Responsibilities:

  • Facilitate Media Sanitization/Destruction and PC Redistribution processes.
  • Ensure shop cleanliness, ticket completion, and physical location management.
  • Collaborate with Knowledge Coordinators to maintain a comprehensive knowledge base.
  • Provide professional and courteous customer service, prioritizing effective communication.
  • Independently work while prioritizing tasks based on urgency and efficiency.
  • Utilize various communication methods (phone, MS Outlook, MS Teams, face-to-face) effectively.
  • Partner with appropriate areas within client organization to update asset tracking.
  • Participate in continuous delivery, continuous improvement plans for the PCR program overall.
  • Follow all processes, security policies and procedures as instructed by management and client requirements.

Specific Duties:

  • Media Sanitization and Destruction: Handle and sanitize various storage media, follow safety and security procedures, and maintain accurate records.
  • PC Redistribution: Diagnose and prepare devices for redistribution, manage service tickets, and maintain communication with clients.

Secondary Responsibilities: As directed by management

  • Provide on-site break-fix support and service request fulfillment.
  • Support device installation and troubleshooting as per management directives.
  • Provide secondary support for diagnosing and resolving issues with computer hardware/software, and peripherals.

Required Qualifications:

  • High School Diploma or equivalent with at least 3 years of technical support experience.
  • Strong customer service, hardware troubleshooting, and problem-solving skills.
  • Proficiency in Microsoft Windows and related products.
  • Highly organized, detail-oriented, and a US citizen.

Certifications (to be obtained after employment):

  • Hold and maintain a DOE "L" clearance.
  • Field Service Disintegrator Job Code, CompTIA A+, and Dell Repair technician, Apple repair certifications.
  • Field Services practicum completion. Written and Qualifications tested with a passing grade.
  • Any additional training as required by the client for the PC Redistribution services.

Preferred Qualifications:

  • 5+ years of technical support experience.
  • ITIL IV, CompTIA Network+, CompTIA Security+ certifications.
  • Tier 1 Apple certifications
  • Associate's degree or higher in a related field.

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