Overview
On Site
$25 - $25
Contract - W2
Contract - 1 month(s)
No Travel Required
Skills
End-User Support
desktop and laptop installation/configuration
mobile device support
peripherals and software installation
break-fix troubleshooting
Job Details
Job Description:
- As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
- Provide customer facing end-user support that includes:
- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
- Perform Break Fix, Desk Side Support, IMACD s, Data Migration, Refreshes, etc.
- Perform onsite updates, Configuration changes, or Software installations.
- Provide onsite technical assistance to End Users.
- Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Troubleshoot client software and basic network connectivity problems .
- Identify, evaluate and prioritize customer problems and complaints .
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis.
- Provide Hand and Feet support for network data and voice devices.
- May train users and operators on a limited basis and/or may write training procedures . Participate in on-going training and departmental development .
- independently resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards, regulatory requirements and company policies .
- Work on value adding activities such Knowledge base update and management, Training s, coaching analysts.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.
- BS/BA in Computer Science, Information systems, or an equivalent combination of education.
- One to three years of experience in service delivery and End user hardware and software Configuration troubleshooting.
- Experience with various desktop systems, operating systems, and diverse technical environments.
- Excellent customer service orientation and verbal communication skills.
- Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
- Ability to install software for and troubleshoot a wide range of applications.
- Analytical thinking and problem-solving ability.
- CompTIA A+ certification or equivalent certification.
- Flexible for travelling to remote sites or cluster.
- Provide assistance for network related issues.
- Should be able to lift weight up to 30 lbs. at waist level.
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