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Computer Hardware and Software Specialist
2 months ago
Job Summary: We are seeking a highly skilled and experienced Field Services Technician I to join our team at CRI Advantage. As a key member of our Field Services team, you will be responsible for providing technical support and services to our clients, ensuring that their computer hardware and software needs are met.
Key Responsibilities:
- Technical Support: Provide break-fix incident support and service request fulfillment on-site, ensuring that clients' technical issues are resolved in a timely and efficient manner.
- Hardware and Software Installation: Install and uninstall software, hardware, computers, and peripherals specific to break-fix, ensuring that clients' systems are up-to-date and running smoothly.
- Imaging and Re-imaging: Image and re-image new and existing computers, ensuring that clients' systems are configured correctly and efficiently.
- Asset Tracking: Partner with other areas within CRI Advantage to update asset tracking, ensuring that clients' assets are accurately recorded and managed.
- Device Support: Provide device support for break fix, and new provisioning of, services for desktop, laptop, tablet, virtual machine, mobile device, smartphone, collaboration equipment, etc.
- Knowledge Base: Maintain an inclusive knowledge base of common resolution techniques for Windows, ensuring that technical information is readily available and up-to-date.
- Root Cause Analysis: Participate in root cause analysis with CRI Advantage Tier 3 teams, ensuring that technical issues are thoroughly investigated and resolved.
- Coordination: Coordinate with other in-scope functions of this statement of work and IM Network Infrastructure to ensure cabling, patching, and router/switch configurations are completed, enabling technicians to perform their work efficiently.
- Variance Requests: Record, assign, and track through completion all end user variance requests to standard configurations, ensuring that clients' systems are configured correctly and efficiently.
- Communication: Communicate with clients to set a date for when the work shall be completed and complete the work by or before the scheduled date, ensuring that clients are informed and satisfied with the service provided.
- Status Updates: Communicate with clients frequently with status updates, ensuring that clients are informed of any changes or issues that may arise.
Requirements:
- Education: High School Diploma or equivalent and at least 1 year of Technical Support experience.
- Technical Skills: Knowledge and ability to utilize computers and related technology efficiently, basic hardware troubleshooting and problem-solving skills, and experience with Microsoft Windows operating systems and products.
- Soft Skills: Excellent customer service skills, ability to work respectfully and professionally with team members and clients, and physical stamina to perform the duties and responsibilities of the position.
Preferred Qualifications:
- Certifications: Tier 1 Apple certifications, CompTIA A+ certification, and Linux platforms.