About
Responsibilities Performs 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 VIPs Responds 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 activities Display outstanding technical and professional services skills at all times Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines Proactively communicate with the end user and service desk personnel regarding arrival times, repair time estimates, and the status of the repair Understands 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 experience Certifications and Qualifications: Knowledge of relevant software and hardware systems Understanding of ITIL methodologies A+ certification is desired May require additional customer-specific certifications or training as required
Skills: Excellence in communication and customer-facing skills Strong oral, written, and interpersonal skills Ability to follow instructions and processes with minimal instruction Must own a basic repair kit Additional requirements may exist if the offer of employment is extended.
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Languages
- English
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