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Customer Support Technician
4 months ago
Description:
Job Responsibilities:
Configure and deploy Information Technology resources; which includes but is not limited to
desktops, laptops, printers, plotters, and mobile devices
Troubleshoot and perform minor repairs to hardware, software, and peripheral equipment,
using proven troubleshooting procedures
Assist in coordinating audio visual setups and videoconferencing support
o Virtual Meeting Applications knowledge preferred
Responsible for assisting with Inventory Audits, by scanning, following equipment surplus
preparation process, and accountable for accurate and timely tracking
Responsible for security administration (password resets)
Install, configure, and update software
Participate in team projects, meetings, and assignments
Responsible for reading and following the Departments Procedures and Policies
Responsible for understanding and enforcing the Departments Policies and Procedures
Responsible for documenting solutions to Technology issues
Responsible for traveling to remote sites to resolve IT related issues and/or to deploy resources
Responsible for tracking incidents in the (2) Service Desk Ticketing Systems
Responsible for creating and tracking Property Management Reports (through the PMR
process in the PMR System, PMRS) for IT equipment transfers / relocation / reassignment
***Telework may be required (see description of Telework requirements in this posting)
Perform other related duties, as assigned
Flexibility to work hours between 7:00 AM to & 7:00 PM, Monday through Friday
After hours on-call rotation with assistance in the evenings and weekends
Ability to work other hours, as assigned for business continuity
** A smartphone is required for this position and must be provided by the employer/vendor
Knowledge, Skills, and Abilities: The ideal candidate should possess the following:
Good Verbal & Written Communications Analytical Problem Solver
Self-motivated and disciplined Mobile Device support experience
Customer-centric Audio Visual support experience
Detail Oriented & Quality Focused Active Directory knowledge
Time Management & Organizational Skills
Team Player
High Level of Professionalism
Service Center Configuration
Complexity:
Enterprise environment experience preferred
Ability to take direction and constructive feedback for improvement
Willing to work varying shifts
50% Travel
Ability to lift up to 50 pounds
Manager (SCCM) awareness
Virtual Desktop Experience
General Characteristics
Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented
procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system.
Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of
application, hardware and software problems.
Dimensions
Education:
Associates or Bachelors Degree, or technical institute degree/certificate in Computer Science, Information
Systems, or other related field. Or equivalent work experience.
Experience:
1 to 3 years of IT work experience in computer systems or support with demonstrated working knowledge of basic
hardware and software products and problem solving/troubleshooting skills.
Complexity:
Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat
independently, under general direction of more senior customer service representatives, supervisors or
managers. Generally follows documented procedures and checklists.
Skills:
Desktop, Support, Customer service, Technical support, Troubleshooting, audiovisual, configuration management software, Help desk support, Customer support, virtual support, Active directory, Windows 10
Top Skills Details:
Desktop,Support,Customer service,Technical support,Troubleshooting,audiovisual,configuration management software,Help desk support,Customer support,virtual support
Additional Skills & Qualifications:
Required Skills:
? IT Enterprise experience is preferred
? High school diploma or equivalent; additional certifications or relevant education is a plus.
? Ability to learn new systems and software in a fast-paced environment.
? Strong problem-solving skills, critical and analytical thinking, and the ability to adapt to change.
? Ability to manage multiple priorities and work independently or as part of a team.
? Capacity to perform in high-pressure situations, with strong organizational and time-management skills.
Education:
Associates or Bachelors Degree, or technical institute degree/certificate in Computer Science, Information
Systems, or other related field. Or equivalent work experience.
Experience:
1 - 3 years of IT work experience in computer systems or support with demonstrated working knowledge of basic
hardware and software products and problem solving/troubleshooting skills.
Complexity:
Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat
independently, under general direction of more customer service representatives, supervisors or
managers. Generally follows documented procedures and checklists.
Experience Level:
Intermediate Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.