Deskside Support Technician

Mount Crawford, Virginia, United States | Contract

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Deskside Support Technician – Mt. Crawford, WV

Our client is a global multi-billion dollar Consumer Packaged Goods company, based in Westchester County, New York.  They are seeking a contract Deskside Support Technician to work in their Mt. Crawford, VA plant.  Estimated length of assignment is 6 months with the possibility of being extended.

Desktop Support Technician:

  • Candidate must be able to work overtime when required
  • Candidate must be available to provide support 365 x 24 x 7
  • Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work
  • status and solution progress
  • Good understanding of OS; Windows XP/ Windows 7/10 issues
  • Experience performing installations, moves, software and hardware adds and changes to end user’s IT equipment
  • Experience with end user support using remote support tools
  • Ability to update device bios or drivers
  • Ability to effectively research issues encountered and effectively resolve
  • Ability to interact with resolver groups to diagnose and resolve problems when possible
  • Ability to document process and procedures for self-help and for informational troubleshooting for other resolver groups
  • Ability to support end user mobile smart devices i.e.: Apple iPad, Apple iPhones, Tablets
  • Works under the guidance of Team Leader and Senior Technicians

Technical Knowledge:

  • Windows XP, Windows 7, Windows 8, Windows 10
  • Office 2007, 2010, Office 365
  • Networking – TCP/IP, Remote Connectivity VPN
  • Basic hardware troubleshooting skills

Skill/Ability Knowledge:

  • Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues. Must be a proficient user of personal computer tools for word processing, decision support and communication. Must be skilled in problem solving techniques and repair.
  • Experience utilizing remote support tools for end user support; diagnostic and repair
  • Ability to troubleshoot, configure end user mobile devices i.e.: Smart Devices, iPad, iPhone, Tablets
  • Knowledge in the following areas - Networking, VPN, Wireless. Customer Service, Ticketing system applications.
  • Interpersonal: Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and interviewing skills; service and team orientation.
  • Experience: Entry Level - Five years providing end user Desk side computer support.
  • Experience or knowledge in two or more of the following areas: Desktop software (MS Excel, MS Word, MS PowerPoint, Communication protocols TCP/IP Desktop hardware (PCs, printers, device drivers), Microsoft Office 2007 /2010/ O365

Minimum Requirements:

  • Entry Level– 5 years’ experience providing Deskside support to end users
  • Associates Degree / Technical School graduate or equivalent Military experience considered
  • Excellent Customer Service Skills
  • Ability to diagnose, troubleshoot and resolve PC Laptop and Desktop hardware and application issues. Experience with providing end user support utilizing remote management tools
  • Ability to support end user mobile smart devices
  • Ability to perform installation, move add and changes to end user desktop environment
  • Ability to diagnose, troubleshoot and resolve end user network connectivity issues
  • Excellent communication skills both written and verbal.
  • Ability to work independently prioritizing daily operational objectives for support

Preferred Requirements:

  • Active Directory experience
  • Windows XP, Windows 7, Windows 10
  • Office 2007, 2010, O365

Success Measurements:

  • Success will be measured by what you accomplish and how you accomplish
  • Consistent rating of 4.5 out of 5 on customer satisfaction surveys for assigned activities
  • Meet or exceed operational services levels monthly for assignment
  • Management of Desktop assigned Incidents, Requests and Changes
  • Current on event activity – updated daily
  • Management of aged open ticket History – minimize tickets 21+ days old
  • Complete when required or assigned Technology Solutions reporting or documentation Continual Service Improvement track record
  • Continued education effort in field of study or technical coursework
  • Responsiveness to Management