Field Tech/Desktop Support Technician
1 week ago
Position Overview and Responsibilities:
- Individuals here have a well-rounded knowledge of the policies and procedures for their work area
- Performs troubleshooting, parts replacement, systems upgrades, deployment and repair on desktops / notebooks / tablets / printers/ and other peripherals
- Ensure proper day-to-day operation of technology applications and equipment by identifying, researching and resolving technical problems
- Perform scheduled moves, installations, and cancellations, as well as other MAC-related tasks
- Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff
- Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues
- Must know when to escalate issues not resolved at this level to management
- Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention
- Works to update and resolve tickets in a timely manner to achieve Service Levels
- Identifies potential issues that could adversely impact end user experience and takes corrective action
- Possess excellent presentation, verbal communication and written skills
- Provide technology refresh support as needed
- Ability to physically perform general office requirements (lifting 50lbs +)
- Potential for nearby, local travel to the client's virtual campuses (estimated roughly 5-10 miles from main site)
- May respond to calls after normal business hours per leader instructions
Basic Required Qualifications:
- 4+ years of desktop support/ end user support experience
- Must have Windows Operating System environment experience
- Experience working within Ticketing Systems (is: ServiceNow or comparable)
- Able to work on feet for up to 8 hours per day and lift items up to 50 lbs.
- Must have a valid driver's license
Highly Preferred Skills:
- A+ desktop certification or equivalent skill set is highly recommended
- Excellent customer/client service skills/ Active communicator
- Verbal and written communication skills with emphasis on customer service, including experience handling challenging situations and conflict resolution
- Follow up with clients to ensure high satisfaction on issue resolution
- Must be able to perform essential responsibilities with or without reasonable accommodations
- Ability to multi-task in a dynamic, fast-paced environment
- Strong analytical and problem-solving skills
- Must be able to work both collaboratively and independently and take initiative to identify, track, and resolve issues
- Excellent hands-on troubleshooting skills
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