PamTen
Support Technician
PamTen, Memphis, Tennessee, us, 37544
The Support Technician provisions and maintains end user computing devices (e.g. desktops, laptops, tablets, mobile phones, and peripheral devices such as printers, scanners, fax and copy equipment). The Support Technician installs and troubleshoots hardware, software, and network problems, escalating to the responsible area with accurate information, and providing technical guidance and oversight.Shift is 1AM-9AM Tue-Sat with on call rotationsKey Responsibilities:Hardware/Software InstallationResponds to service requests regarding the installation of hardware and software for end user computing devices.Carries out the hardware procurement process.Delivers, relocates and disposes of hardware.Provides basic user training on equipment.Maintains documentation of physical assets in configuration and asset management records.
Preventive MaintenancePerforms preventative maintenance on all electronic devices and peripheral equipment.Incident ManagementPerforms 2nd level support; troubleshooting and resolving hardware and software issues for desktops, laptops, tablets, mobile phones, and peripheral devices.Performs research and develops solutions for hardware and software issues.Updates incident records and knowledge base with appropriate and timely information.Problem ManagementRecommends solutions, resolve problems associated with incidents, and update problem records. Conducts root cause analysis. Submits requests for change records to remove errors.Customer ServiceUpdates customer with progress.Provides services per SLAs.Required skills/experience:High school degree2 4 years of working experienceWorking experience supporting end-user computing devicesWorking experience troubleshooting Windows and Mac operating systemsWorking experience troubleshooting mobile operating systems (iOS and Android)Working experience working with a ticket management/service desk systemWorking experience in an ITIL-based environmentWorking experience as a participant in a change management processWorking experience of Microsoft Office productsTechnical certifications such as A+, Network+, MCP, MCDST
Preventive MaintenancePerforms preventative maintenance on all electronic devices and peripheral equipment.Incident ManagementPerforms 2nd level support; troubleshooting and resolving hardware and software issues for desktops, laptops, tablets, mobile phones, and peripheral devices.Performs research and develops solutions for hardware and software issues.Updates incident records and knowledge base with appropriate and timely information.Problem ManagementRecommends solutions, resolve problems associated with incidents, and update problem records. Conducts root cause analysis. Submits requests for change records to remove errors.Customer ServiceUpdates customer with progress.Provides services per SLAs.Required skills/experience:High school degree2 4 years of working experienceWorking experience supporting end-user computing devicesWorking experience troubleshooting Windows and Mac operating systemsWorking experience troubleshooting mobile operating systems (iOS and Android)Working experience working with a ticket management/service desk systemWorking experience in an ITIL-based environmentWorking experience as a participant in a change management processWorking experience of Microsoft Office productsTechnical certifications such as A+, Network+, MCP, MCDST