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  1. Jobstinger
  2. Ohio
  3. Cleveland
  4. Technical support
  5. Desktop Support Technician
  • ID
    #17804066
  • Job type
    Permanent
  • Salary
    $35,000 - $42,000
  • Source
    Computer Aid, Inc.
  • Date
    2021-07-29
  • Deadline
    2021-09-27

Desktop Support Technician

 Ohio, Cleveland, 44101 Cleveland USA
 
Permanent

Vacancy expired!

We are looking for a customer service-oriented Desktop Technician to provide technical support to users in an efficient and accurate manner and serve in a mid - level role. This position also assists with infrastructure support tasks, leading and contributing to projects, and working with other senior members on various topics and platforms, to bring value to the client and to CAI, to demonstrate a professional work product. The goal is to make sure that customer value is maintained to the standards set forth by the customer.

Duties and responsibilities A Desktop Technician will provide IT end-user support including:
  • Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems.
  • Has knowledge and experience of commonly-used concepts, practices and procedures within the IT support industry (ITIL, MOF, HDI best practices)
  • Properly escalate unresolved issues to the next level of support with strong supporting documentation.
  • Perform trend analysis
  • Keep peers and management informed of trends, significant problems, and unexpected delays.
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure of all records.
  • Recommend procedure modifications or improvements.
  • Preserve and grow your knowledge of technical procedures, products and services.
  • Demonstrated advanced knowledge of supported customer-specific applications and hardware.
  • Know and meet the account/team Service Level Agreements/Objectives and understand their effect on the business and help ensure team SLA/O’s are met.
  • Understanding the scope and terms of the customer(s) contract.
  • Ensure technical support training is provided in a timely manner.
  • Assist in evaluating and ensuring timely implementation of new tools and processes.
  • Ability to anticipate, plan, and prioritize for varying workload levels.
· Ability to work independently without supervision.

Qualifications

Experience/Education - Required: · 3-5 years’ experience in a Service Desk or technical support role· 1+ years’ of customer service experience in a professional industry· Degree in Information Systems, Computer Science (Preferred) or equivalent experience

Technical Skills - Required: · Strong troubleshooting and documentation skills· Active Directory Experience· Desktop and Laptop hardware support experience· Technical Writing· Proficient knowledge of Microsoft Desktop Operating Systems· Basic Server Administration

Technical Skills – Preferred:· Proficient knowledge with virtualization technology is helpful (VMWare, Citrix, Array)· Experience with network printers· A+ Certification or other relevant certifications

Other Requirements:· Excellent customer service skills· Strong attention to detail and strong communication skills (both written and oral)· Excellent work ethic· Problem-solving skills· Shift would be core day – 8AM to 4PM or 9AM to 5PM

Competency Statement(s):· Solution driven· Detail oriented

Physical Environment & Requirements

Physical Demands:
  • Sitting in a stationary position
  • Will need to move about inside the office to access printers, file cabinets, and other office equipment along with interfacing with end users in person at their site location

Vacancy expired!

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