DESKSIDE SUPPORT TECHNICIAN
Company: Cygnus Professionals Inc.
Location: Worcester
Posted on: August 27, 2024
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Job Description:
Role: Deskside Support TechnicianLocation: Worcester, MA 01605
-Day 1 OnsiteJob Type: Contract
REQUIREMENTS: Candidate must have either a College Degree or a
valid Comp TIA+ certification (Does not need to have both. Just one
or the other.)Must have a minimum of 2 year experience for the
following:
Job Description:
The Deskside Support Technician will provide comprehensive
technical support services to the client's campus-based customers.
All Deskside Support Technicians are subject to shift changes and
travel between sites as required. Some of the below listed
responsibilities may not be assigned or applicable to all Deskside
Support Technicians within a given operational team or at a
specific client site. See Operations Leader/Management for
clarification on any responsibilities outligned below.
Principal Responsibilities: (Essential Function)--- Carry out
responsibilities in accordance with the organization's policies,
procedures, and state, federal and local laws--- Ensure compliance
with all company policies and procedures, including safety rules
and regulations--- Provide comprehensive technical support services
to the Client's internal customers and service providers.---
Resolve on-line, call in and in-person requests from client
associates for business support related to their business tools---
Track and identify trends in business unit issues and provide
recommendations for how to reduce number of issues--- Displays a
high-touch, high quality customer service, by greeting customers
upon entry to the service area, frequent follow-up and proactive
attention to their needs.--- Assess reported issues and as
necessary work directly with Client's service providers for
escalation and timely issue resolution.--- Effectively communicate
with Deskside Supervisor in regards to asset management and
break/fix processes.--- Provide setup and support services for
conference rooms, including set up of audio visual equipment as
necessary.--- Manage site access via IT badge creation and access
management system.--- Provide white-glove service for VIP's for all
incidents, service requests, etc.--- Schedule and deliver an IT
onboarding briefing for the first day of hire, with follow up at
end of J O day to remediate any issues.--- Provide end user
training in applications or operating system fundamentals.---
Supports end users with virus/malware related issues; helps repair
systems; train end users on safe and secure IT behaviors.---
Investigate and resolve Service Desk tickets (Incidents, Problems,
Service Requests) as assigned. --- Collect equipment from
offboarding employees.--- Makes proactive recommendations for
site-specific IT improvements.--- Follow established Asset
Management processes in a timely manner to ensure accuracy of
inventory quantities and locations--- Report any potential problem
cases to the Level II technician and/or Deskside Supervisor. (Build
a "proactive" environment)--- Perform IMAC-related tasks as
assigned.--- Effectively consult with the Level II technician on
any cases where high-level technical support is needed.---
Replicate and resolve customer incidents in the software & hardware
environment.--- Escalate issues to the Level II technician where
Client Home Office personnel are required for resolution.---
Self-monitoring of tickets to ensure proper escalation and
resolution of incidents consistent with the agreed SLA's
Communication with several IT Infrastructure support groups to
appropriately escalate incidents and follow up on incidents to
drive resolution for the customer.--- Create and submit detailed
call logs documenting customer interactions to be inclusive of
accuracy, thoroughness and timeliness.--- Contribute current
technical information and best practices concerning proprietary
applications using the various knowledge distribution channels.---
Perform customer support related tasks and special projects as
assigned by management.--- Liaise as necessary interdepartmentally
to seek resolutions to all issues reported.--- Organize and utilize
all support resources provided including emails, documentation,
contact lists, etc.--- Responsible for maintenance of IT Lab areas
and storage rooms.--- Places orders and takes delivery of inventory
as directed.--- Ability to work effectively autonomousely and as a
constructive part of a team--- Excel-based reporting o Develop
tracking report and track Service levels on a daily basiso Report
on Service levels on a monthly basiso Report on monthly trends Job
Requirements
Education/Experience--- BA or Vocational school degree preferred or
equivalent work experience--- A+ Certification a plus (Certain
Clients may require A+ Certification upon hire or within a specific
time frame from date of hire)--- Microsoft Certified Professional
certification a plus--- Network + certification a plus--- Apple
device knowledge and proficiency a plus--- Minimum of 12-18 months
of previous call center, computer support, or customer service
experience preferred Skills--- Excellent verbal and written
communication skills--- Excellent teamwork skills --- Dedication to
customer service--- Microsoft Office Suite, Windows Operating
Systems, VPN client software (Citrix; Juniper), Remote Desktop
tools (Bomgar), and Web-based applications--- Problem solving
skills, organizational skills, and the ability to exercise sound
judgment in any customer service scenario--- Proficiency with
LAN/WAN troubleshooting--- Ability to perform root cause analysis
and determine appropriate course of action based on result---
General knowledge of computer networking--- Self-motivated and
ability to work on multiple tasks Competencies--- Accountability:
Strives to take appropriate action in all aspects of work. Accepts
personal responsibility to set expectations and meet commitments /
objectives, which requires us to stay focused, work independently
and as team as well as set our own personal standards. This
includes taking responsibility for our schedules, attendance and
punctuality.--- Adaptability: Adjusts to new conditions, work
situations and responsibilities. Welcomes the opportunity to learn
new tasks and accepts feedback positively.--- Communication:
Clearly conveys key messages, written and verbally. Recognizes when
a miscommunication has occurred and acts to correct it. Holds
crucial conversations, when required, in a professional and
productive manner.--- Productivity: Manages a fair workload,
volunteers for additional work, prioritizes tasks, develops good
work procedures, manages time well, and handles information
flow.--- Quality: Completes work that is attentive to detail and
accurate. Displays a commitment to excellence by continually
looking for improvements.--- Teamwork: Works together to achieve
common goals. Actively listens, cooperates and encourages open
communication as well as the sharing of knowledge. Remains
openminded and willing to entertain others' ideas. Regularly
solicits constructive feedback builds consensus, and asks well
thought out and well prepared questions. Engages appropriately when
in disagreement and pushes back respectfully and in a spirit of
good faith cooperation. Working Relationships--- Maintain
inter-department relationships to resolve client issues---
Effectively communicate with both internal and external clients---
Develop communication and working relationship with Supervisor
Physical Demands and Work Environment--- The physical demands and
work environment characteristics described here are representative
of those that an associate encounters and/or must successfully
complete in order to perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential job functions.--- While
performing the duties of this job, the employee is frequently
required to sit, talk and hear. The associate is occasionally
required to stand and walk. Occasionally, the associate may need to
lift and/or move up to 20 pounds. The noise level in the work
environment is usually moderate.
Keywords: Cygnus Professionals Inc., Worcester , DESKSIDE SUPPORT TECHNICIAN, Professions , Worcester, Massachusetts
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