Deskside Support Technician
Company: Talascend, LLC
Location: Richland
Posted on: May 8, 2022
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Job Description:
Talascend is currently seeking a Deskside Support Technician for
a contract opportunity located in Richland, WA.OVERVIEW: Performs
moderately complex assignments that require initiative and
independent judgment in the selection and use of established
principles and procedures. Performs a range of work activities in a
wide variety of contexts. Plans, schedules and monitors own work
within a limited time horizon, using applicable methods,
procedures, tools, equipment and standards effectively with only
occasional reference to others. Responds to customers' needs,
questions and concerns in an accurate, effective and timely manner
and expedites corrective actions. Works with client to define
timeframe requirements.Positions located at the Construction Site
(22 miles north of Richland) work a 4 x 10 schedule, M-Th, 6:30
a.m. to 5 p.m. Other work locations may work a 9-80's schedule, M-F
7:00 am to 4:30 pm with alternating Fridays off. Extended hours as
needed.PRIMARY RESPONSIBILITIES: Performs specific tasks while
utilizing established information technology standards and methods,
including:Field customer questions and service requests via calls,
voicemail, email, and walk-ins.Resolve end user IT issues remotely,
in person, or dispatch to appropriate IT specialists.Provide
instruction to peers or customers as needed.Monitor customer issues
and IT service delivery via customer calls and on-line monitoring
tools.Escalate support issues to appropriate department IT
manager.Assist with operation of loaner equipment library.Provides
end user support in a fast paced, technically challenging IT
environment.Works at both a construction site and an office
environment.Installs and upgrades software and performs regular
maintenance on personal computers and printers.Documents support
and diagnostic activities and accurately resolves and closes
assigned trouble tickets by following customer support standards
and procedures.Actively manages customer expectations through
effective communications. Makes frequent contact with end users and
customers to resolve problems and issues relating to information
technology.Works collaboratively to assist other Service Center and
Deskside Support team members, ensuring team performance goals are
met.Spearhead service improvement initiatives, as requested by
management.POSITION REQUIREMENTS:BA/BS in Computer Science,
Information Technology or related field from an accredited college
or university, in lieu of a degree, 6 years of progressive, related
experience.Possess the legal right to work and remain in the United
States without sponsorship.Must be able to complete and pass a
pre-employment drug screen, physical (if located at the
construction site), and background check which includes
verification of employment and education.Must be able to obtain a
Department of Energy badge for access to the Hanford
Site.Experience in an IT Call Center troubleshooting user issues
remotely.Strong workstation hardware and software problem solving
skills.Diplomatic skills in end user communication. Handle customer
interactions in an accurate, effective and timely manner, and
articulate ideas in clear & concise reports.Attention to quality,
including accurate documentation of work completed.Must be able to
work productively with little supervision.Must be able to
physically move computers and associated hardware.Related
experience includes but is not limited to:Windows workstation
hardware and softwareWorkstation imaging techniques and softwareMS
Office and Internet ExplorerNetworkingInfrastructure systems
architecture concepts, configurations and standards.DESIRED
QUALIFICATIONS:Experience with automated call center software and
multi-line phone systems.Experience using remote deployment tools
to install and configure software, remove spyware, troubleshoot
hardware and software, etc.Relevant IT certification preferable,
such as A+, Network+ or MCP.In accordance with the client's duty to
provide and maintain a safe workplace for employees and to
safeguard the health of families, customers, and visitors, they
have adopted mandatory COVID-19 safety protocols for each work
location, which may include a vaccination or testing requirement.We
thank all applicants for their interest. However, only those
qualified individuals who closely meet the qualifications of this
position will be contacted. The details of the position are only a
summary; other duties may be assigned as necessary. Background
check and drug screen may be required for this position.If you are
interested in other positions with Talascend, please visit our
website at www.talascend.com. Talascend is proud to be an Equal
Opportunity Employer M/F/Disability/Veteran.
Keywords: Talascend, LLC, Richland , Deskside Support Technician, Professions , Richland, Washington
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