Desktop Support Technician

CompuCom - New York, NY (30+ days ago)3.4


Overview
The position is for a Desktop Technician working at the following customer site (Synchrony: 50 West 23rd Street, Suite 1400, New York, NY, 10010) where they will be working with a team to support approximately 60 computers (locally and remotely). The position is a temporary position with possibility of being hired permanently.

Summary: Responsible for supervising the PC build, deployment, support, decommission and asset tracking of computer or computer-related equipment and components.

Major Job Duties: Test and image desktops and laptops. Maintain, analyze, and troubleshoot, software and computer peripherals. Ability to setup, configure and add all hardware. Assist Corporate Desk Side Support technicians with large IMAC’s. Assure that all tickets requiring follow up work and/or calls receive appropriate attention. Provide technical support to end users via telephone. Back up user data. Assist in developing and documenting improvements to current processes. Assist coworkers in resolution of end users’ technical issues. Assist coworkers in the execution of established processes and escalations. Test, image and clean PC’s, laptop, monitors, printers, and other related hardware

Managing ticket queue constantly throughout day
Responds to end-user issues via face to face interaction, telephone, or escalated helpdesk tickets
Diagnose and resolve technical hardware and software issues
Gather information to determine the issue by evaluating and analyzing the symptoms
Partners with other departments to provide technical assistance
Identify priorities and redirect problems to appropriate resources
Organize ideas and communicate appropriate messages
Stay current with system information, changes and updates
Handling all designated workstation installations and updates

Education/Experience: High School Diploma or GED required. At least 4 years of hands on technical knowledge of laptop and desktop design and software installation required.

Skills and Competencies: Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. Possess 1 to 2 years’ experience in a break/fix environment. Able to lift and palletize heavy equipment. (PC’s, monitors, printers.) Strong verbal and written communication skills. A certain degree of creativity and latitude is required.

Mac experience is a must
Experience with Windows OS, Microsoft Office, Internet browsers and Email clients
Working knowledge of systems hardware, printers, scanners and other peripheral devices
Strong communication and customer service skills with users to interpret and address their needs in an efficient and professional manner
Experience providing IT technical support to senior leaders of an organization
Ability to visualize and troubleshoot complex issues remotely
Highly developed analytical troubleshooting skills
Able to multi-task, work independently with minimal supervision as well as within a team environment

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