28 Nov
Desktop Support Technician
Vacancy expired!
- Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide
- Coordinate with Client End User on expectations and availability to conduct Managed Client Services
- Perform trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets (desktops, notebooks, printers, and associated peripherals) in campus / remote locations
- Identify potential issues that could adversely impact End User experience and follows through on action steps
- Strive to meet all Client SLAs & Customer Satisfaction Goals
- Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site
- Follows predefined procedures and tasks in everyday activities
- Work is regularly reviewed by a more senior level technical specialist
- Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance
- Instructs customers in the operation and maintenance of the system
- Minimum of 1 year of experience as an IT Support Specialist servicing/deploying computer equipment
- Minimum of 1 year of experience in End user support including Desktop support, Citrix, VPN, Antivirus and SCCM Client (Wise Client, Sonic Wall, Cisco, F5 VPN etc.)
- Must have proven customer service background
- Individual will be knowledgeable of Windows operating system environment
- Able to comprehend and follow verbal and written technical instructions and scripts
- Qualified resources should have A+ certification or equivalent skill set; basic Windows troubleshooting will be involved
- Certification in various hardware platforms may optionally be required for servicing hardware issues
- Individual must have ability to receive calls during the normal business day and after hours
- Physically able to lift and move Enterprise and Client technology hardware in our customer environment
- Excellent verbal and written communication skills with emphasis in customer service, including experience handling difficult customers and conflict resolution
- Excellent interpersonal skills and ability to work collaboratively in a team environment
Vacancy expired!