Field Tech/ Desktop Support Technician
2 days ago
The Desktop Support Technician will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivery high level of customer service.
Role Responsibilities
- Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide
- Coordinates with Client End User on expectations and availability to conduct Managed Client Services
- Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations
- Identifies potential issues that could adversely impact End User experience and follows through on action steps
- Strives to meet all Client SLAs & Customer Satisfaction Goals
- Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site
- Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles
- Basic installation and maintenance of technical products
- Follows predefined procedures and tasks in everyday activities
- Work is regularly reviewed by a more senior level technical specialist
- Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals
- Installs, maintains and optimizes desktop /notebook configurations at customer sites
- Diagnoses and resolves product performance problems
- Performs maintenance and repair services
- Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance
- Instructs customers in the operation and maintenance of the system
Basic Qualifications
- 4+ years desktop/technical support experience
Highly Preferred Skills:
- Experience in servicing/deploying computer equipment
- Helpdesk experience preferred, alongside proven customer service background
- Basic networking administration skills; L1 or L2 is a plus
- ServiceNow ticketing system
- SCCM knowledge
- Individual will be knowledgeable of Windows operating system environment
- Able to comprehend and follow verbal and written technical instructions and scripts
- Qualified resources should have A+ certification or equivalent skill set, basic Windows troubleshooting will be involved
- Certification in various hardware platforms may optionally be required for servicing hardware issues
- Individual must have the ability to receive calls during the normal business day and after hours
- Physically be able to lift and move Enterprise and Client technology hardware in Client environment
- Excellent verbal and written communication skills with emphasis in customer services, including experience handling executives, difficult customers and conflict resolution
- Excellent interpersonal skills and ability to work collaboratively in a team environment
- Ability to respond to night and weekend onsite work as requested, and work overtime as requested
- Ability to drive own car to other locations
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