The Support Technician provisions and maintains end user computing devices (e.g. desktops, laptops, tablets, mobile phones, and peripheral devices such as printers, scanners, fax and copy equipment). The Support Technician installs and troubleshoots hardware, software, and network problems, escalating to the responsible area with accurate information, and providing technical guidance and oversight.
Shift is 1AM-9AM Tue-Sat with on call rotations
Key Responsibilities:
Hardware/Software Installation
• Responds to service requests regarding the installation of hardware and software for end user computing devices.
• Carries out the hardware procurement process.
• Delivers, relocates and disposes of hardware.
• Provides basic user training on equipment.
• Maintains documentation of physical assets in configuration and asset management records. Preventive Maintenance
• Performs preventative maintenance on all electronic devices and peripheral equipment.
Incident Management
• Performs 2nd level support; troubleshooting and resolving hardware and software issues for desktops, laptops, tablets, mobile phones, and peripheral devices.
• Performs research and develops solutions for hardware and software issues.
• Updates incident records and knowledge base with appropriate and timely information.
Problem Management
• Recommends solutions, resolve problems associated with incidents, and update problem records. • Conducts root cause analysis. • Submits requests for change records to remove errors.
Customer Service
• Updates customer with progress.
• Provides services per SLAs.
Required skills/experience:
• High school degree
• 2 – 4 years of working experience
• Working experience supporting end-user computing devices
• Working experience troubleshooting Windows and Mac operating systems
• Working experience troubleshooting mobile operating systems (iOS and Android)
• Working experience working with a ticket management/service desk system
• Working experience in an ITIL-based environment
• Working experience as a participant in a change management process
• Working experience of Microsoft Office products
• Technical certifications such as A+, Network+, MCP, MCDST
