Desktop Technician

Overview

On Site
Depends on Experience
Contract - W2
Contract - Independent
Contract - 12 Month(s)

Skills

Computer Hardware
Technical Support
Problem Solving
SLA
Deskside Support
CSAT
Computer software

Job Details

Role: Deskside Support Technician

Location: Texas

Duration: 12+ months

The Deskside Support Technician will provide comprehensive technical support for the client s campus based personnel. With minimal and/or remote supervision, responsible for receiving user tickets through electronic systems, properly documenting all actions taken and communicating effectively with the user community throughout life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by applying trouble-shooting and problem solving skills. Installs and configures company standard applications. Supports key service-level goals including response time and end-user satisfaction.

(1.) To provide support for on call escalations and doing root cause analysis of given issue

(2.) To independently resolve tickets within agreed SLA of ticket volume and time

(3.) To adhere to quality standards, regulatory requirements and company policies

(4.) Work on value adding activities such Knowledge base update & management, Training s, coaching analysts

(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

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