Job Seekers, Please send resumes to resumes@hireitpeople.com

Knowledge & Experience:

• Knowledge of advanced computer hardware, including laptops, desktops, MAC’s, printers, copiers, and Microsoft Surface devices.
• Experience with desktop operating systems.
• Experience in enterprise level asset management using ServiceNow.
• Extensive application support experience with Office 365, Windows, MAC, and Chromebooks.
• Knowledge of wireless device support.
• Working knowledge of a range of diagnostic utilities.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.

Personal Attributes:

• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Job Responsibilities

Strategy & Planning:

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.

Acquisition & Deployment:

• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.

Operational Management:

• Assisting in providing technical support when request volumes are high.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport with GDC customers.
• Escalate incidents with accurate documentation to GETS technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date Microsoft Surface devices.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups with GDC customers as required.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

Experience required: 2-3 Years