Deskside Support Admin

2 weeks ago

Brentwood, United States IVID TEK INC Remote Work Freelance Full time $35 - $45
Role: Deskside Support Engineer/Admin
Location: Brentwood, TN (Onsite Day 1, No remote)
Job Type: Contract W2, C2C
Duration: LongTerm

Job Description:
We are looking for a Desktop Support Engineer to provide technical assistance to our clients. You will help install, upgrade and troubleshoot hardware and software systems.

If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques.

Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

Responsibilities:
  • Address user tickets regarding hardware, software and networking.
  • Walk customers through installing applications and computer peripherals.
  • Ask targeted questions to diagnose problems.
  • Guide users with simple, step-by-step instructions.
  • Conduct remote troubleshooting.
  • Test alternative pathways until you resolve an issue.
  • Record technical issues and solutions in Service Now.
  • Direct unresolved issues to the next level of support personnel.
  • Follow up with clients to ensure their systems are functional.
  • Report customer feedback and potential product requests.
  • Help create technical documentation and knowledge articles.

Requirements and skills:
  • Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role.
  • Hands-on experience with Windows/Linux/Mac OS environments.
  • Working knowledge of office automation products and computer peripherals, like printers and scanners.
  • Ability to perform remote troubleshooting and provide clear instructions.
  • Excellent problem-solving and multitasking skills.
  • Customer-oriented attitude.

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