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Desktop Support Technician

DISYS Spring Contractor
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NOTES FROM MANAGER:

Day to day: IT solutions is a break fix shop, will be fixing machines, anything technical - application issues, etc. Need to be consultative - IE - if someone comes in having issues mapping the network drive - educated the customer on self help tools - treat everyone as a VP - never know who you will be speaking to - it might be a Geophysicist, VP, etc. Need to be professional. Lots of standing - need to be comfortable on their feet. They are managed by how many tickets they have per technician on a daily basis

Soft skills: These outweigh the technical - even though technical is very important - if she knows someone has the drive and initiative but lacks a bit of technical she is open to taking a chance.

·         Multi task: talking to multiple people all at once

·         strong communicator and collaborator

·         wants them to be creative, think outside the box

TECHNICAL SKILLS:

Experience in the following:

·         Active directory

·         Smartcard Technology

·         Remedy BMC

·         Delete User Profile

 

Interview questions/Interview: She will ask more application. IE - what would you do if someone is having slow performance? How do you troubleshoot. Interviews are always at Hughe's Landing. 30 minute interviews and will have her technical team lead sit in on this.

Job Comments / Overview:

·         IT Solution Centers are a fairly unique customer facing / customer engaging experience for Customers IT related needs. Think of this as a very specialized brand of VIP desk side technician that can not only solve technical skills but can also carry on value-add conversations/interactions, inform of IT related uses, and provide consultations. The service is offered as a walk-in opportunity vs. traditional desk side technician scheduling or deployments.

·         This is a highly visible position to several levels of upper management. Customer service and technical skills are a must. The main goal is to resolve customers IT issues as quickly a, efficiently, and professionally as possible while maintaining core CLIENT standards. This position also provides knowledge, education, and consultation to enable customers to better utilize existing and upcoming IT products and services. This position requires a "wow" factor when working with Customers to ensure needs are not only met but exceed on each IT Solution Center interaction.

·         When not directly interfacing with customers, the responsibilities include updating documentation, knowledge sharing, and completing any required trainings in a timely fashion.

The technician will be working specific hours as follows and be willing / flexible to change as needed: * 6:45am - 3:45pm | 7:30am - 4:30pm | 8:30am 5:30 pm

Responsibilities:

Technical / Customer Service

·         Perform comprehensive troubleshooting and maintenance as prescribed by core processes in relation to laptops, tablets, printers, mobile devices, and other peripherals

·         Install, configure, and troubleshoot core end user software (Office, LYNC, etc.) and non-core software (specialized applications) as needed

·         Troubleshoot and install network and networked peripherals (Wi-Fi, mifi, etc.) issues

·         Document troubleshooting steps applied in ticketing system

·         Update Customers regarding local user communications

·         Monitor ticket closeout in a timely fashion

·         Liaison with 3rd level support teams during problem resolution

·         Update physical assets within asset management tracking system

·         Educate customers on better uses of IT while or self-help options while performing troubleshooting of existing or new devices

·         Perform customer service representative responsibilities (Helpdesk level 1 duties and customer intake) as needed (Smart Card, Account unlocks, password resets, etc.)

·         Document all processes and procedures as needed and share findings with peers

·         Look for ways to better engage our customers, ensure they walk away more productive, and become enthused about IT with each interaction

Planning & Reporting

·         Provide summary of metrics as requested by management (as requested / required)

·         Share findings, best practices, improvements with IT Solution Center Coordinators and other resources

Technical Skill Requirements:

·         2 years prior experience in PC Support and Maintenance required

·         1 year prior experience in a helpdesk or customer service related field

Strong understanding of Client based Operating Systems

·         Windows 7

·         Windows 8.1

Strong ticketing system experience

Proficient understanding of level 1 Helpdesk services

·         Account unlocks (computer, email, mobile devices)

·         Password Resets

·         Active Directory (and related tools/features)

·         Ticket creation and documentation

·         Smart Cards

Strong understanding of end user hardware

·         Dell Laptops / MS Surface Pro / Dell Venue

·         Mobile Devices (iOS, Android, Windows)

·         Mobile / wireless technologies (Wi-Fi, mifi, etc.)

·         Printers (personal and network), Multi-Function Devices (MFD), and other peripherals

Strong knowledge of client based applications

·         MS Office Products

·         SharePoint

·         LYNC / VOIP

·         Antivirus Products

·         Active Directory

·         Citrix

·         VPN

·         Application Delivery Software (SCCM, Alteris) and application installations

·         Proficient with common network protocols (TCP/IP) for device connectivity issues

Soft Skill Requirements

Recommended skills

Surface Pro
Complex Problem Solving
Scheduling
Troubleshooting (Problem Solving)
Apple Ios
Maintenance

Location

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Desktop Support Technician
Estimated Salary: $87K
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Our vision is to be a global business partner, delivering highest quality and most consistent services at the best value to clients worldwide. Incorporated in 1994 as a certified Minority Business Enterprise, DISYS has posted exponential growth and currently ranks as the second-fastest growing staffing firm with revenues exceeding $300 million. DISYS is headquartered in McLean, Virginia, with offices and delivery locations worldwide in North and South America, Europe, and the Asia Pacific region.

Digital Intelligence Systems, LLC (DISYS) is an IT staffing and managed services company with core services in:

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