End of Lease Systems Support

Atlanta, GA 30339

Posted: 01/25/2019 Employment Type: Contract To Hire Industry: Help Desk Job Number: 52011

Job Description:

Provides second-level support, diagnosis, and deployment of systems to customers of the  Corporate IT Shared Services organization, and assists with team performance metrics on an as-needed basis.

Qualifications:
  • A minimum of two years practical experience in the Computer Support field
  • Exceptional customer-service approach
  • Windows Operating systems, primarily Windows 7. Windows 10 and iOS is a plus
  • Microsoft Office Applications, O365 is a plus
  • Experience with mobile devices and mobile email
  • Experience with troubleshooting network-related issues, such as client connectivity

Responsibilities:
  • Reimage systems
  • Setup, deployment, and maintain PCs and Macs
  • Process software and hardware orders
  • Manage assets including the billing and user info
  • Return leased systems/equipment back to lease vendor
  • Work with team members to develop, approve, validate, and maintain problem-resolution databases
  • Interpret, analyze, diagnose, document, and resolve first and second level customer service problems related to internal supported hardware, software, LANs, and WANs
  • Research support issues when resolutions are not readily attainable by checking available resources
  • Using the incident/problem tracking system, accurately document all issues and requests, keep tickets and customers updated on their issues / requests, and document all resolutions
  • Keep the Service Desk team and management apprised of any new support issues in a clear and timely manner
  • Work to improve consistently all call-handling and resolution processes
  • Work with third-party vendors to resolve issues when applicable
  • Create knowledge base articles for the Service Desk support groups and users
Screening Questions:
  • Do you have a minimum of two years’ experience in a Customer Support Representative role within an Enterprise team?
  • Do you have experience with resolving a variety of hardware, software, and network issues?

Competencies:
  • Agility/Collaborate/Communicate
  • Big Picture/Global Customer
  • Initiative/Innovate/Learn
  • Lead/Influence/Change
  • Problem Solve/Results
  • System Design/Deploy/Support

 
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