PRI Talent is hiring a Helpdesk/Desk-side Support Technician II on behalf of our client. This role is a full-time, 1099 contract staff augmentation position working with a company that is a leader in reducing electronic waste and finding value in gently used electronics. Our client has seen staggering growth and extraordinary impact on protecting the planet while providing a work culture.

This position contributes to providing responsive and high-quality technical support. The role works directly with end-users in person, over the phone, through email, and via a ticketing system to gather information, evaluate options, and resolve technical problems with computer hardware and software. Provide telephone and Tier 1 / 2 support and training for systems as needed. Perform account maintenance, including; allowing access to systems, disabling dormant accounts, and troubleshooting user logon problems within the command area of responsibility. Manage correspondence with end users; respond to requests for assistance in person, via phone, and electronically. Track problems and resolutions; follow standard help desk procedures; research questions using available information resources, redirect issues to the appropriate resource, identify and escalate situations requiring urgent attention; track and route problems and requests. Document resolutions and log all help desk interactions in the designated trouble ticket system. Monitor systems for proper operation, such as Antivirus, Backup Jobs, and all critical processes during the work day.

Key Responsibilities

Provide exceptional service to personal computer users
Install and configure PC hardware and software
Complete PC hardware maintenance and basic repairs
Assist with documenting processes and procedures
Accurately track hardware issued out to end users
Escalate incidents to the next level of support when necessary
Thoroughly document completed work using a ticketing system
Assist with special projects

Knowledge, Skills, And Abilities

Excellent problem-solving skills to identify, clarify, prioritize, and resolve IT issues
Ability to build and maintain positive user relationships
Knowledge of networking concepts
Knowledge of Microsoft Windows desktop OS and Microsoft Office products
Knowledge of Apple OS
Excellent written and oral communications skills
Self-directed, able to work with minimal supervision
Ability to effectively interact and maintain professionalism with others
Ability to follow through on both verbal and written instructions and effectively adhere to company and department procedures
Ability to prioritize and organize multiple projects and tasks concurrently while meeting deadlines
Knowledge of Windows Active Directory domain basics

Education and Experience

High School Diploma or GED required; AA/AS/BA/BS degree in computer or software technologies preferred
4+ years of experience identifying and resolving PC-related problems required
2+ years of experience with networked PC setup and installation required
Technical certifications are a plus.

Physical Requirements

Regular lifting of up to 50 pounds

Please note we will not accept applications that do not include a cover letter and work examples.

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Helpdesk/Deskside Support Technician II (onsite)