Technical Support Specialist

작업 내용

Responsibilities:

• Regular and timely e-mail administration and Slack messaging

• Provide business support and technical assistance to both local and remote customers

• Receive assets and unbox new computers

• Outreach to customers to initiate refresh and schedule the customer’s deployment

• Interview customers as part of pre-deployment asset discovery for list of applications needed

• Move equipment within and/or between facilities

• Stage equipment for build/image activity

• Install computer images, applications specified by customer, printers, and peripherals software

• Execute equipment replacement activity and shipping logistics coordination

• Update tickets in asset management tool (ServiceNow) with location, status, etc.

• Monitor daily activity

• Maintain hardware inventory levels to ensure timely fulfillment

• Resolve network communication problems

• Prepare assets for disposition

• Deploy the customers’ computer equipment in our environment

• Ensure return/receipt of old device, assess if device has legal hold, wipe, and return usable devices to inventory

• Accurately document instances of desktop equipment or component failure, repair, installation, and removal of any equipment or component and report to the project manager daily on results of deployments (issues, feedback, etc.)

• Provide technical support in a Windows environment. Apple/Mac familiarity is a plus

• Provide timely follow-up to customers and management on all support issues by ensuring that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved

• Recognize problem areas, develop pro-active solutions, and comply with IT operational performance metrics and Service Level Agreements

• Perform other duties as assigned by supervisor

Key competencies:

• Ability to work with minimal supervision

• Ability to deliver exceptional customer service

• Team player mentality and a positive attitude

• Strong communication skills and the ability to interact with business users at all levels in the organization

• Demonstrated willingness to go beyond the normal job requirements

• Ability to complete all tasks and projects in a timely manner

• Ability to conduct oneself in a mature and professional manner with customers and colleagues

• Excellent organizational skills and ability to manage priorities and workflows

Qualifications:

• 3+ years’ experience working on server, desktop and/or help desk

• Familiarity with MCSE, ITIL®, ServiceNow, and Azure desired

• Strong working knowledge of Microsoft Windows and M365

• Familiarity with Apple OS a plus

• Knowledge with mobile technology, including Android and iOS