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Customer Support Technician

3 months ago

Pompano Beach, United States TEKsystems Full time

Top Skills' Details

  1. Responsible for supporting all technology hardware and software systems in our enterprise environment.

  2. Provide in-person and remote technical support to our customers. Assist in a wide variety of responsibilities

including, but not limited to, asset tracking, detailed documentation, installation, configuration, remediation, and

troubleshooting of IT resources.

  1. Provide top-tier service and support with clear and concise communication and follow-through.

  2. Audiovisual Equipment knowledge/experience

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 Department’s Procedures and Policies

• Responsible for understanding and enforcing the Department’s 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:

Associate’s or Bachelor’s 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 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

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:

Associate’s or Bachelor’s 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.

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.