Customer Support Technician III

2 weeks ago


Nashville, United States My3Tech 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.



  • Nashville, United States My3Tech Inc Full time

    Hello All, I hope you're doing well.Position: Customer Support Technician IIILocation: TennesseeDuration: Long TermClient: State of TennesseeJob ID: 24-004-24CUSTOMER SUPPORT TECHNICIAN IIIThe Customer Support Technician III provides advanced design, planning andmanagement of desktop and telecom services, business-need specific softwareprograms,...


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