Technical Support

Our client is a leading organization in need of experienced Desktop Technical Support Consultants for a long-term contract position. We are seeking highly skilled professionals who can provide exceptional on-site end-user computing support. As a Desktop Technical Support Consultant, you will have the opportunity to investigate, troubleshoot, and resolve hardware, software, network, and instructional technology incidents.

Responsibilities:

1. Provide comprehensive technical assistance:
   
   • Troubleshoot IT technology in classrooms, media centers, administrative facilities, and support offices.
   • Resolve hardware, software, network, and instructional technology incidents promptly and effectively.
   • Ensure minimal disruption to end-users by providing timely support.
2. Manage service requests:
   
   • Utilize the ticketing system to efficiently handle service requests.
   • Adhere to Service Level Agreements (SLAs), including response time and resolution time.
   • Communicate bi-directionally to keep all stakeholders informed about the status of IT incidents and planned IT initiatives.
3. Assist with network maintenance and repairs:
   
   • Collaborate with service desk personnel to maintain a smooth-running network.
   • Respond to on-site network-related repair requests promptly and professionally.
   • Document LAN wiring diagram, including wiring closet identification, configuration, and drop identification.
4. Device and workstation setup:
   
   • Set up new devices, workstations, and print stations, ensuring optimal functionality.
   • Assign default printers and configure necessary settings.
5. Inventory management and record-keeping:
   
   • Maintain a comprehensive data catalogue of hardware inventory.
   • Perform record-keeping functions related to hardware locations, assignments, quantities, types, and required repairs.
   • Manage start-up and end-of-year processes efficiently.

Required Skills:

• Minimum of 5 years of experience providing end-user support in an enterprise-level organization, administering a Windows or Mac computing environment, or working with WAN/LAN environments.
• Microsoft Certification (MCP or MCSE) or any desktop support certifications are highly desirable.
• Strong understanding of technology hardware, including desktop computers, laptops, tablets, smartphones, printers, projectors, smart boards, scanners, and digital cameras.
• Proficiency in one or more operating systems, such as Microsoft, Mac, or Linux.
• Familiarity with IT support tools, such as Active Directory, Remedy, or LANdesk.
• Working knowledge of PC/LAN application software, including word processing (MS Word), spreadsheets (MS Excel), email (MS Outlook), and internet browsers (Internet Explorer, Chrome, Safari).

Additional Information:

• Reliable transportation is required to travel to different locations within Metro Atlanta. Mileage reimbursement is available.