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IT Customer Service Representative

4 months ago

Minot, United States Mastech Digital Full time

Title: IT Customer Service Representative

Location: Minot, ND ( Onsite )

Duration: 12+ months

Contractors Field Support services provide hands-on support for infrastructure devices in the Workplace & field. Devices supported include PCs, mobile devices, printers, LAN equipment Activities include hardware maintenance, software support and Installs, Moves, Adds & Changes (IMACs)

Troubleshoot, install, printers, drive mappings, permissions, and other end-user computing environment related items.

Company Hardware and software maintenance and support

Workplace (Laptops, Desktops, and iOS) device optimization and configuration

Contractor shall provide onsite desktop services for supported desktop, supported desktop software, and supported devices at Company-designated locations. Locations may be modified from time to time by the Company in accordance with the Agreement using the applicable Change Control Procedures.

Contractor shall provide onsite Desktop services in English for supported desktop, supported desktop software, and supported devices.

Contractor shall perform the desktop services in a manner that minimizes interruptions to Companys daily operations.

Contractor shall perform proactive maintenance of the supported desktop, supported desktop Software, and Supported Devices to minimize downtime.

LogMeIn as the primary remote-control tool; Company remote control software used as a backup method only.

Field Services Support shall not manage P1 tickets.

Field Services support shall manage single user Incidents and VIP tickets, P2, P3, P4, along with Service Requests only.

The supported devices are listed below:

Desktops & laptops

Apple Mac OS for remote connectivity (e.g., Citrix), where applicable

Printer queue and break/fix coordination

iOS devices

Android devices, where applicable for Mobile Device Management

The supported software is listed below:

Enterprise software part of Companys standard workplace image (desktop and laptop)