Pc Support Technician

3 weeks ago

Grand Rapids, United States BISSELL Homecare Full time

Overview:
The PC Technician’s primary role includes managing software access and licenses, imaging computers, and resolving printer issues while providing outstanding customer service and support. Incidents and service requests are received from local and remote offices via our ServiceNow portal and/or tech bar walk-up. The PC technician will be part of our tech bar support rotation and will be at the tech bar two to three days a week for walk up and scheduled support assistance. Occasional travel to remote offices for support is also expected.

**Responsibilities**:

- Field incoming incident requests from end-users in a courteous manner
- Record and document incident requests per standard Service Desk procedures
- Follow-up on assigned incidents or tasks and solve or close on a timely basis
- Troubleshoot and solve problems with PCs, printers, PC-based computer software, and other end user equipment or software as required
- Arrange for, procure, coordinate, and manage vendor assistance when required to assist in the resolution of issues
- Install, configure, test, maintain and support end user hardware and software as required
- Perform PC laptop/desktop equipment refreshes and upgrades as required
- Document and maintain incident resolutions in knowledge base for future troubleshooting
- Assist with defining and implementing continuous service improvement
- May be required to perform other duties as assigned.

Qualifications:
**REQUIRED** CORE COMPETENCIES**:

- Global strategic thinking and implementation
- Continuous Improvement
- Oral and written communication with impact
- Manage/contribute to multiple dynamic priorities
- Professional expertise
- Actively seek and share information
- Interpersonal/collaborative skills
- Initiative

**REQUIRED** EXPERIENCE/EDUCATION**:
**Degree minimum**: B.A. or B.S in Computer Science or related field or equivalent work experience.

**Experience level**:

- Good oral and written communications skills required
- Strong customer service skills required
- Prior experience installing, configuring, supporting and maintaining Windows client workstation hardware and software required
- Knowledge and experience with Microsoft Office and Windows 10

**PREFERRED EXPERIENCE/EDUCATION**:

- CompTIA A+ certification
- Ability to effectively prioritize and execute tasks in a fast-paced environment
- Experience working in a team-oriented, collaborative environment
- Prior knowledge/experience with any of the following software or hardware is a definite plus;
- Macintosh hardware and software
- TCP/IP networking
- Bitlocker
- Active Directory
- Xerox and Zebra printer setup and maintenance
- Microsoft System Center Configuration Manager

**WORK CONDITIONS**:

- 24/7 on-call availability when needed
- Sitting for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components
- Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals
- Occasional travel (1-2 times per year) for conferences, training and support

This position requires the ability to manage the flow of data, perform analysis, generate summary reports and communicate by voice or data while being connected in the office, at home or while travelling by laptop or mobile device regularly without regard to time zone or day of the week.

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