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Service Desk Technician

3 months ago

Atlanta, United States APN Consulting Full time
APN Consulting has an immediate need for a direct client requirement:

Title : Service Delivery Technician
Contract: 9+ months/ CTH
Location: Alpharetta/Atlanta GA (5-Days Onsite)

Job Statement:
Provides support to end users by assisting with the installation and operation of their workstations, business applications, and related equipment.

Job Duties:
  • Provides technical support to end users. [80%]
  • Assists in the installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software.
  • Effectively question users to establish symptoms
  • Use experience and existing KB for potential solutions
  • Assists in the setup and operation of audio visual hardware as required by end user.
  • Determines appropriate hardware and software based on corporate policy and end user requirements.
  • Deploy support tools to systematically trace source of error or technical failure
  • Responds to incidents in a timely manner with appropriate level of urgency.
  • Escalates incidents and questions to appropriate support groups.
  • Assists in disconnecting, moving and reconnecting desktop technology hardware for single user, multi-user and office moves.
  • May assist in administration and maintenance of network infrastructure components.
  • May assist in installation, maintenance, troubleshooting and repair of office telephony systems.
  • Minimize interruptions in customers' ability to carry out critical business activities
  • Completes administrative tasks. [15%]
  • Uses corporate incident management system (Service Now) to record and track all support work.
  • Maintains accurate hardware and software records for corporate assets.
  • May assist with the procurement of hardware and software.
  • Participates in team meetings and training opportunities. [5%]
  • Support team's abilities and functions through positive customer relations.
  • Contributes to the improvement and enhancement of processes and procedures. (Knowledgebase articles)
  • Gain additional knowledge through interaction with other team members.
  • Performs related duties as assigned by management.