eTeam
Level 2 Deskside Support Technician
eTeam, Sidney, Ohio, United States, 45365
Position: Desktop Support TechLocation: 2400 Industrial Drive Sidney, OH 45365Duration: 6 Month contract to hire on W2
Job Description:Includes, but is not limited to, software and hardware support via deskside support or remote support. The candidate would be required to troubleshoot and repair software and hardware issues reported by end users.
Experience with Active Directory
to delete users or reset passwords.
Experience with SCCM
to reimage, update, and install software packages or push out Windows or Security updates.
Experience working in-house
in a corporate or manufacturing plant environment.
Experience with the Remedy
ticketing tool.ResponsibilitiesPerforms basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.Provide support to client-identified VIPsResponds to change management requests, including installing new PC equipment, providing end-user desk-side support, and other related activities.Perform Install/Move/Add or Change (IMAC) activities.Perform all assigned desk-side support activitiesDisplay outstanding technical and professional services skills at all timesMeet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelinesProactively communicate with the end user and service desk personnel regarding arrival times, repair time estimates, and the status of the repairUnderstands and follows all documented service operations policies and procedures.Other duties or certifications may be assigned to meet business needs
Education and Experience:Typically requires technical school certification or equivalent of 2-4 years of relevant experienceCertifications and Qualifications:Maintain all required OEM Certifications as directed by ManagementKnowledge of relevant software and hardware systemsUnderstanding of ITIL methodologiesA+ certification is desiredMay require additional customer-specific certifications or training as required
Skills:Excellence in communication and customer-facing skillsStrong oral, written, and interpersonal skillsAbility to follow instructions and processes with minimal instructionMust own a basic repair kitAdditional requirements may exist if the offer of employment is extended.
Job Description:Includes, but is not limited to, software and hardware support via deskside support or remote support. The candidate would be required to troubleshoot and repair software and hardware issues reported by end users.
Experience with Active Directory
to delete users or reset passwords.
Experience with SCCM
to reimage, update, and install software packages or push out Windows or Security updates.
Experience working in-house
in a corporate or manufacturing plant environment.
Experience with the Remedy
ticketing tool.ResponsibilitiesPerforms basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.Provide support to client-identified VIPsResponds to change management requests, including installing new PC equipment, providing end-user desk-side support, and other related activities.Perform Install/Move/Add or Change (IMAC) activities.Perform all assigned desk-side support activitiesDisplay outstanding technical and professional services skills at all timesMeet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelinesProactively communicate with the end user and service desk personnel regarding arrival times, repair time estimates, and the status of the repairUnderstands and follows all documented service operations policies and procedures.Other duties or certifications may be assigned to meet business needs
Education and Experience:Typically requires technical school certification or equivalent of 2-4 years of relevant experienceCertifications and Qualifications:Maintain all required OEM Certifications as directed by ManagementKnowledge of relevant software and hardware systemsUnderstanding of ITIL methodologiesA+ certification is desiredMay require additional customer-specific certifications or training as required
Skills:Excellence in communication and customer-facing skillsStrong oral, written, and interpersonal skillsAbility to follow instructions and processes with minimal instructionMust own a basic repair kitAdditional requirements may exist if the offer of employment is extended.