Client Technologies Technician III

Atlanta, GA 30328

Posted: 07/15/2019 Employment Type: Contract Category: Technical Support Job Number: 52999

A Client Systems Support Analyst troubleshoots, diagnoses and resolves level 2 and level 3 computer hardware and software problems, as well as other IT equipment. Handles technical issues escalated from other teams. Provides technical assistance or guidance to internal users, other teams, vendors, guests and executive users. This role participates in support programs such as the IT Genius Bar, Executive Concierge Services and support for new and emerging collaboration technologies. This role also participates in an on-call rotation with other members of the Client Services team.

Responsibilities:
  • Provides direct IT support to users, guests and executives at all levels
  • Provides direct extended (Concierge) support to Executive Administrators and Senior Leadership
  • Hands on support IT equipment during executive conferences, presentations or board meetings
  • Staffs the daily walkup support function for users at NorthPark (the IT Genius Bar)
  • Provide level 2 and level 3 support for IT-related issues of medium to high complexity, ensuring end users receive prompt and courteous assistance
  • Research and troubleshoot recurring issues to provide root cause and document solutions
  • Understands, develops and follows ihttps://www.youtube.com/watch? v=LlYjiEip_t4nternal policies and procedures to properly manage service delivery expectations
  • Maintains a thorough understanding of the businesses and functions being supported to provide relevant solutions
  • Maintains awareness of service level agreement targets to help meet and exceed requirements
  • Handles technical escalations from other teams and/or provides needed guidance
  • Works with other teams and/or vendors to develop new solutions when required



Requirements:
  • Requires experience with conference room collaboration tools such as Skype, WebEx, Microsoft Teams, etc.
    • Cisco TelePresence experience is preferred
  • 4-6 years of experience in IT support areas
  • Demonstrated problem solving and analytical skills
  • Strong aptitude to learn and adapt to new technology
  • Self-motivated, independent individual that promotes teamwork
  • Strong customer service orientation and ability to communicate effectively
  • Knowledge of ITIL Service Management framework preferred.
  • Experience with ServiceNow or similar Service Management application is desired.
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