Field Support Tech

Requirements:

• 3+ years of desktop support experience

• Experience assisting w/ mainframe issues - mostly implementations


• Experience in assesing service tickets (ticketing system: Service Now) and escalate appropriate tickets to Network Infrastructure Team (Cisco apps, core issues, AD issues beyond password changes / basic user help) and willingness to "own" the ticket even after escalated.


• VM Ware experience a plus

Updates:

• Manager is looking for someone just Tracy Tracy Schultz (6587151)

Job Overview:

• Troubleshoot and resolve issues that result from employee laptop/desktop computers and peripherals.


• Ensure customer issues/tickets are resolved in a timely manner. - Ticket System: Service Now


• Assist end users with packaged software and some basic support of critical applications.


• Software installations and license tracking and support.


• Provide hardware support to end users (laptop, desktop, related accessories, printers, copiers, telephones, etc). Work closely with Corporate IT on hardware purchasing and asset management.

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Personality:

• Easy going and laid back


• Have to be able to adapt to schedule changes and go with the flow


• Eager to learn


• 8-5 job but candidate needs to understand that may need to be available for afterhours emergencies


• In a steel manufacturing environment so dirty, loud, and hot.


• Customer Service minded - help desk experience a plus


• Someone ready to jump on a task and meet with internal clients in person. "get out of the chair and go fix the problem"


• Problem solving skills - do not have to know the answer but has the drive to find it

Preferred Skills and Experience:

• Basic knowledge of computer functions and support - basic troubleshooting skills


• Windows 10 and Office 365 on desktops


• Assist w/ mainframe issues - mostly implementations


• Asses service tickets (ticketing system: Service Now) and escalate appropriate tickets to Network Infrastructure Team (Cisco apps, core issues, AD issues beyond password changes / basic user help) and willingness to "own" the ticket even after escalated.


• VM Ware for server environment (20-25 servers) - VM Ware experience a plus but not required.

Notes about location:

• Steel Manufacturing environment (loud, dirty, and hot)


• Great team environment "Team is 100% why I work here"


• "Team is always willing to help each other and to learn new skills"

Job Description:

1. Desktop Support:
   
   
   
   • Troubleshoot and resolve issues that result from employee laptop/desktop computers and peripherals.
   
   
   • Ensure customer issues/tickets are resolved in a timely manner. - Ticket System: Service Now
   
   
   • Assist end users with packaged software and some basic support of critical applications.
   
   
   • Software installations and license tracking and support.
   
   
   • Provide hardware support to end users (laptop, desktop, related accessories, printers, copiers, telephones, etc). Work closely with Corporate IT on hardware purchasing and asset management.
   
   
   
   


2. Technical:
   
   
   
   • Provide more advanced infrastructure support to devices resident at the location that are not supported by Client infrastructure outsourcing partner.
   
   
   • Acquire and maintain a basic understanding of the location Local Area Network (LAN) setup/topology in order to troubleshoot network issues that may occur at the site.
   
   
   • Provide onsite (basic support) to Client infrastructure outsourcing partner with regards to server and network infrastructure resident at the location.
   
   
   • Acquire and maintain current knowledge relevant product offerings and support policies to provide technically accurate solutions to users.
   
   
   
   


3. Customer Service:
   
   
   
   • Provide quality support to user community, employing a high degree of customer service, technical expertise, and timeliness.
   
   
   • Resolve problems with a high degree of patience and problem management techniques.
   
   
   • Convey technical issues in laymen's terms so the customer can understand.
   
   
   
   

Minimum:

• 3 year's work experience in desktop support


• Industrial work environment


• Proficiency in MS OS and other regular packaged software


• Essential networking and server skills

Education/Degrees:

• Associates Degree in Computer Science, Management

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit .

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.