Desktop Support Technician
Company: TEKsystems, Inc
Location: Richland
Posted on: January 12, 2021
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Job Description:
TEKsystems is currently seeking a Desktop Support Technician for
a 5-month contract opening located in Richland, WA. Description:
This End User Support Technician serves as the primary point of
support to resolve customers--- issues, fulfill requests for
information technology services, and facilitate technical project
deployments. End User Support team members must deliver timely and
accurate Information Technology support and services to all users
and customers while maintaining a focus on positive customer
service experience. The essential functions include the following:
Provides high-quality end-user support and services while providing
excellent Customer Service to all employees and partners. Assigns
tickets to all other IS disciplines, and document all activity
while communicating appropriate status to the end user
appropriately to EUS standards. Repair, replace, and update
Workstations, Tablets and other computing hardware. Repair,
replace, and update Phones, Smartphones and other mobile computing
devices. Repair, replace, and update printers and related hardware.
Repair, replace, and update computing accessories. Installs
applications as directed. Works with all IS organizations to
accommodate customer issues and requests, and follow them through
to completion. Ensures critical events are communicated in a timely
manner to the appropriate parties for tracking of the issue until
resolution. Ensures customer requests for service are handled in a
manner that promotes high customer satisfaction and provides
customer with a positive experience. Adheres to documented
standards, policies and procedures for documentation, ticketing
processes, and handling expectations. Operating within the desktop
EUS SLA---s. Ability to clearly gather pertinent information
associated with customer issues, needs & requirements, and
communicate thoroughly to other IS organizations during ticket
handoff in order to minimize customer interruptions and avoid
duplicate information requests. Additional Details. Ability to
participate in the assigned ---on-call--- rotation for 24/7 - 7
days a week support. Must be able to own transportation to and from
various assigned work locations. Performs other Duties as Assigned.
Remains calm and professional under pressure, high ticket volume,
and major events that impact the customers. Develops and maintains
solid working relationships with all impacted users within the
areas that they support. Ability to escalate any problems and
issues in a timely manner, knowing when to and who to escalate
problems to within your team. Works collaboratively across the
business to build partnerships strengthening customer support
satisfaction. May need to travel up to 50% of work schedule Ability
to support supplied video equipment and audio visual meeting
equipment. Triages customer issues and requests through various
tools, troubleshooting and resolving end-user technology issues.
Works directly with CSE/Desktop Engineering and other IS
organizations to provide feedback and testing results on computer
images to ensure stable computing environments. Recommends process,
policy or procedure additions and modifications to Service Desk
knowledgebase to ensure the information for troubleshooting issues
and proven resolutions are repeatable by all support teams. Assists
with resolving these issues with new process improvements. Provides
a consistent focus on continuous process improvement for the
Technology Service & Operations team. Develops and maintains
technical documentation associated with troubleshooting customer
hardware and software issues. Works with many different IS support
organizations within Providence IS as well as vendors. Continues to
own ticket resolution to the satisfaction of the user, regardless
of the numbers of handoffs between organizations. Knowledge and
understanding of the pertinent technical and application
environment across the entire Providence enterprise. Active
Directory group administration, basic user level account
permissions. Print server administration. Ability to lead projects
that involve the EUS teams and work assigned to those projects to
be completed by EUS teams. Local Data Center Hands-On Support.
Provides spot end-user training as necessary. Skills: windows,
workstation, tablet Additional Skills & Qualifications: must be
able to participate in "on-call" rotation. Experience Level:
Intermediate Level About TEKsystems: We're partners in
transformation. We help clients activate ideas and solutions to
take advantage of a new world of opportunity. We are a team of
80,000 strong, working with over 6,000 clients, including 80% of
the Fortune 500, across North America, Europe and Asia. As an
industry leader in Full-Stack Technology Services, Talent Services,
and real-world application, we work with progressive leaders to
drive change. That's the power of true partnership. TEKsystems is
an Allegis Group company. The company is an equal opportunity
employer and will consider all applications without regards to
race, sex, age, color, religion, national origin, veteran status,
disability, sexual orientation, gender identity, genetic
information or any characteristic protected by law.
Keywords: TEKsystems, Inc, Richland , Desktop Support Technician, Professions , Richland, Washington
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