eTeam
Desktop Support Technician
eTeam, Hill Farm Estates, Vermont, United States,
Position: Desktop Support TechLocation: 110 Lake Street St. Albans, VT 05478Duration: 6 Month contract to hire on W2Includes, 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 updates.
Experience working in-house
in a corporate environment.
Experience with the ServiceNow
ticketing tool.ResponsibilitiesPerforms basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC's, 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 status of the repairUnderstands and follows all documented service operations policies and procedures.Other duties or certifications may be assigned to meet business needsEducation and Experience:Typically requires technical school certification or equivalent of 2-4 years of relevant experienceCertifications and/or Qualifications:Knowledge of relevant software and hardware systemsUnderstanding of ITIL methodologiesA+ certification is desiredMay require additional customer-specific certifications or training as requiredSkills:Excellence in communication and customer-facing skillsStrong oral, written and interpersonal skillsAbility to follow instructions and processes with minimal instructionMust own a basic repair kitGoogle workspace environment
Experience with Active Directory
to delete users or reset passwords.
Experience with SCCM
to reimage, update, and install software packages or push out Windows updates.
Experience working in-house
in a corporate environment.
Experience with the ServiceNow
ticketing tool.ResponsibilitiesPerforms basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC's, 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 status of the repairUnderstands and follows all documented service operations policies and procedures.Other duties or certifications may be assigned to meet business needsEducation and Experience:Typically requires technical school certification or equivalent of 2-4 years of relevant experienceCertifications and/or Qualifications:Knowledge of relevant software and hardware systemsUnderstanding of ITIL methodologiesA+ certification is desiredMay require additional customer-specific certifications or training as requiredSkills:Excellence in communication and customer-facing skillsStrong oral, written and interpersonal skillsAbility to follow instructions and processes with minimal instructionMust own a basic repair kitGoogle workspace environment