This position will be a client-based position. Reliable transportation isrequireddue to travel between nearby client sites. This position will on onste in Odessa, TX.
The Desktop Support Technician will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivery high level of customer service.
Role Responsibilities
Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide
Coordinates with Client End User on expectations and availability to conduct Managed Client Services
Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations
Identifies potential issues that could adversely impact End User experience and follows through on action steps
Strives to meet all Client SLAs & Customer Satisfaction Goals
Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site
Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles
Basic installation and maintenance of technical products
Follows predefined procedures and tasks in everyday activities
Work is regularly reviewed by a more senior level technical specialist
Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals
Installs, maintains and optimizes desktop /notebook configurations at customer sites
Diagnoses and resolves product performance problems
Performs maintenance and repair services
Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance
Instructs customers in the operation and maintenance of the system
Basic Qualifications
4+ years desktop/technical support experience
Highly Preferred Skills:
Experience in servicing/deploying computer equipment
Helpdesk experience preferred, alongside proven customer service background
Basic networking administration skills; L1 or L2 is a plus
ServiceNow ticketing system
SCCM knowledge
Individual will be knowledgeable of Windows operating system environment
Able to comprehend and follow verbal and written technical instructions and scripts
Qualified resources should have A+ certification or equivalent skill set, basic Windows troubleshooting will be involved
Certification in various hardware platforms may optionally be required for servicing hardware issues
Individual must have the ability to receive calls during the normal business day and after hours
Physically be able to lift and move Enterprise and Client technology hardware in Client environment
Excellent verbal and written communication skills with emphasis in customer services, including experience handling executives, difficult customers and conflict resolution
Excellent interpersonal skills and ability to work collaboratively in a team environment
Ability to respond to night and weekend onsite work as requested, and work overtime as requested
Ability to drive own car to other locations
