Sr Support Technician

ATLANTA, GA | Contract To Hire

Post Date: 11/30/2017 Job ID: 47829 Industry: Technical Support

Position Summary:

The Sr. Service Support Technician delivers quality technical support to company employees by providing them with a single point of contact to report issues or make inquiries. Manages day to day service delivery and works on special projects as assigned. Responsible for PC desktop, laptop configuration, mobile device, and application support including Windows operating systems and software and other applications. This is an internal customer-facing role, and requires excellent prioritization, responsiveness, and customer service, along with excellent verbal communication skills. Manages day to day service delivery and works on special projects as assigned.

Responsibilities:

• Implement and maintain ticketing system, meeting and managing SLAs, and endpoint security and encryption experience

• Manage technical inventory and safely unpack and package equipment company-wide

• Logs all customer inquiries and issues in ticketing system and tracks them until resolution and incident closure

• Maintain internal staff directory

• Maintain computers, laptops, printers and any other authorized peripheral equipment inventory

• Ensures customer satisfaction by responding to client calls and emails in a timely manner

• System/Application/Network Support

• Develop, configure, and deploy Enterprise Desktop and Laptop images

• Install, upgrade, support and troubleshoot Enterprise Applications running on Citrix Servers, hosted on Windows Servers, and installed on desktops and laptops

• Ensure desktop and laptops computers connect seamlessly with the network environment, including associated validation systems, file servers, email servers, application servers, and administrative systems

• Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime

• Desktop Support

• Install, upgrade, support and troubleshoot Windows 7, 8 and 10 and Microsoft Office and any other authorized desktop applications

• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment

• Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment

• Perform remedial repairs on computers, laptops, printers and any other authorized peripheral equipment

• Customize desktop hardware to meet user specifications and site standards

• Perform work in compliance within specified warranty requirements

• Return defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels

• Develop and effectively respond to trends by monitoring and analyzing incoming calls, problems and support requests

Required Qualifications:

• 2 + years Client Support experience with use of support tools: phone, email

• 2 + years providing level one support of Microsoft (MS) XP operating system (MS Vista and Mac OS X preferred), MS Office Suite 2003 & 2007 including Outlook, IE and Chrome (Safari and Firefox preferred), Email messaging (Exchange and Lotus Notes), Active Directory, networking, hardware (laptops, desktops, peripherals, and Blackberry devices) and mainframe account administration (preferred). Strong dedication to customer service, excellent problem-solving skills, and inherent decision making ability.

• Excellent technical knowledge of desktop, laptop and printer hardware and software

• Working technical knowledge of current protocols, operating systems and standards

• Ability to operate tools, components and peripheral accessories

• Software and Hardware Troubleshooting

• Windows 7, 8 and 10 experience required

• Microsoft Office 2007, Office 2010 support

• Desktop and laptop imaging experience

Preferred Qualifications:

• Strong interpersonal skills and well-developed verbal and written communication skills

• Ability to work in a fast-paced environment

• Ability to meet deadlines and be flexible

• Excellent task management skills and the ability to organize work in an efficient manner and very detail oriented

• Superior telephone etiquette and an ability to provide exceptional customer service when working effectively with customers, vendors, peers and management

• Excellent initiative and assertiveness

Education:

• Bachelor’ s Degree preferred

• 2-4 years in an IT related position

• 2-4 years of desktop and laptop management

• MCSE Certification (Server and/or Desktop Infrastructure) - Preferred

 
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