Desktop Support Technician

Job DescriptionRole Description:·         The Technician is the first point of contact for an End User; because of this it is vital that the technician set the appropriate expectations to provide great interactions.·         The Technicians role includes (but is not limited to).·         Be available for Walk-In Support during operation hours of the Tech Lounge.·         Dress and act in a professional courteous manner.·         Empathize with an End User.·         Provide fast effective technical support in a positive manner.·         Follow direction from Local Operations Manager.·         Work on Assigned Tickets (incidents and Tasks) in a timely manner.·         If no specific Assigned Tickets must self-regulate and work on tickets in queue(s).·         Open Service tickets (if required) and follow up on tickets that are not closed by Tech Lounge.·         Track each interaction in an internal database.·         Be comfortable talking about all the technologies and services supported.·         Be able to perform a warm handoff between the end user to additional support teams as necessary.·         Maintain training materials, loaner devices and training devices.; this includes (but is not limited to) tracking, reformatting HDDs, cleaning, charging and setting up for user and/or trainers.·         Maintain training materials inventory.·         Provide on the spot, fast and effective technical assistance in a positive manner.·         Answer how to questions Open and close facility.·         Provide tours of the facility.·         Set up equipment for training sessions as needed.·         Promote (reference) Tech Lounge Central and TL training sessions.·         Creating shipping labels/preparing boxes to be sent to users.·         Expected to open the return boxes received from Users.·         Expected to maintain Deskside Support Room a mess free including arranging of peripherals/laptops in an appropriate manner.·         Technician should have good communication and troubleshooting skills, customer oriented, updated knowledge on current technology. Nice-to-Haves·         Hardware break/fix·         ServiceNow ticketing system·         Asset inventory knowledge·         Using remote tool like Bomgar·         Knowledge on ITI and SLA-Imaging and re-imaging knowledge·         MacBook support-MDM on iOSRequirementsRole Description: • The Technician is the first point of contact for an End User; because of this it is vital that the technician set the appropriate expectations to provide great interactions. • The Technicians role includes (but is not limited to). • Be available for Walk-In Support during operation hours of the Tech Lounge. • Dress and act in a professional courteous manner. • Empathize with an End User. • Provide fast effective technical support in a positive manner. • Follow direction from Local Operations Manager. • Work on Assigned Tickets (incidents and Tasks) in a timely manner. • If no specific Assigned Tickets must self-regulate and work on tickets in queue(s). • Open Service tickets (if required) and follow up on tickets that are not closed by Tech Lounge. • Track each interaction in an internal database. • Be comfortable talking about all the technologies and services supported. • Be able to perform a warm handoff between the end user to additional support teams as necessary. • Maintain training materials, loaner devices and training devices.; this includes (but is not limited to) tracking, reformatting HDDs, cleaning, charging and setting up for user and/or trainers. • Maintain training materials inventory. • Provide on the spot, fast and effective technical assistance in a positive manner. • Answer how to questions Open and close facility. • Provide tours of the facility. • Set up equipment for training sessions as needed. • Promote (reference) Tech Lounge Central and TL training sessions. • Creating shipping labels/preparing boxes to be sent to users. • Expected to open the return boxes received from Users. • Expected to maintain Deskside Support Room a mess free including arranging of peripherals/laptops in an appropriate manner. • Technician should have good communication and troubleshooting skills, customer oriented, updated knowledge on current technology. Nice-to-Haves • Hardware break/fix • ServiceNow ticketing system • Asset inventory knowledge • Using remote tool like Bomgar • Knowledge on ITI and SLA-Imaging and re-imaging knowledge • MacBook support-MDM on iOS