Customer Support Technician III

4 weeks ago

Nashville, United States My3Tech Inc Full time

Hello All,

I hope you're doing well.

Position: Customer Support Technician III

Location: Tennessee

Duration: Long Term

Client: State of Tennessee

Job ID: 24-004-24

CUSTOMER SUPPORT TECHNICIAN III

The Customer Support Technician III provides advanced design, planning and

management of desktop and telecom services, business-need specific software

programs, network/desktop policies, security and enforcement, and other related

projects or technologies that are managed by Information Technology Services. The

Customer Support Technician III will also provide mentoring, training and in-the-field

knowledge transfer to other Customer Support Technicians.

Duties and Responsibilities:

Support the mentoring, training, and oversight of the assigned persons in

execution of Service Desk, Field and Project data and voice-related activities.

Establish standards for PC utilization, backup techniques, and security.

Install, configure, and troubleshoot PC/telephone to switch/LAN connectivity in a

primarily Windows environment connecting via network cable/wireless.

Locate and resolve complex PC/LAN/telephone hardware and software issues

using available tools.

Develop and maintain standard images for hardware utilizing Dell Kace

K1000/K2000 and other imaging tools.

Receive and process PC, network, and telecom related calls to the Service Desk,

resolving complex issues received via telephone, web, email, fax and memo.

Maintains accurate computer-based call records, and reviews to ensure

achievement of QoS and SLA goals.

Participate in reviewing and establishing P&P for accuracy in the following areas:

projects, networks, PC and telecommunications hardware and software etc.

Ensure that computer equipment is properly tracked, received, and relocated

out/in for inventory repair.

Coordinate activities associated with outside vendors, maintenance contracts,

etc.

Facilitate group discussions about publications and other relevant sources to

improve knowledge base and skill set for the team and self- development.

Performs other related duties as assigned or directed.

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    4 weeks ago

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    4 weeks ago

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    4 weeks ago

    Nashville, United States My3Tech Full time

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