Job Description : The Technical Services Representative performs analytical, technical and administrative tasks in the planning installation, education, trouble-shooting and maintenance of PC hardware, software, and handheld devices.
This includes the responsibility of identification, prioritization, and resolution of incoming incidents to the IT Operations Service Desk.
The Desktop Support Technical Representative will contribute to IT Operations incident resolution by giving technical support to user’s in-person and / or remotely as required.
The technician will work along with their team members to a set of managed SLA’s and will assist with other team’s within IT Operations / Regions as needed.
Responsibilities : Assist local office and remote location users with IT related problems, work requests and issues, including MS Office, Outlook and other PC business enterprise software in addition to iPad’s, iPhones.
Installs software and provides informal training and assistance to end-users onsite or remotely in use of end-user hardware and software questions.
Confers with end-users to determine types of hardware and software needs and provides management with purchase suggestions and recommendations.
Performs analytical, technical and organizational task planning for processing and coordinating of fulfillment requests.
Research new technology to remain up to date and current on newly available end-user hardware and software. Access technical knowledge bases and FAQ’s to aid in problem resolution and broaden knowledge of current and future issues and technologies.
Identify, recommend, and assist with development for end-user training programs to increase computer literacy and self-sufficiency.
Assist management with the development and dissemination of help sheets, usage guides, and FAQ lists for end users. Maintains inventory of all PC hardware, including field and remote sites.
Provides telephone support for hardware and software to field and remote users. Provides various Client Services tasks under the direction of the Service Delivery Manager Maintain service level agreements in consultation with Executive, VIP, end-users to establish expectations and timeframes.
Maintain, monitor and practice departmental standards, policies, and procedures. Coordinate with other teams and / or perform Desktop level escalated hands-on and / or remote fixes at the machine level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications for end-user problems.
Monitor resolutions, identify problem areas, perform root cause analysis and communicate solutions to other team members to enhance quality of service.
Ensure Executive and VIP’s and end users are satisfied by confirming that their tickets and end-user problems have been adequately resolved.
Produces detailed documentation and process flows to assist with the improved methods of efficiency for various procedures.
May provide support at Company sponsored events to include Senior Leadership Team meetings, etc. Completes additional responsibilities as assigned.
Follows all ITIL processes. Qualifications : College diploma or university degree in the field of computer science, information sciences 3-5 years’ experience in a technical environment.
Proven track record of meeting Service Level Agreements and ITSM deliverables Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills. Strong documentation skills and Keen attention to detail.
Ability to absorb and retain information and computer technologies quickly. Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation. Must be willing to work overtime, on-call and weekends as needed. Some commercial travel required ADA Physical / Mental / Workplace Requirements : Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Sitting, working at desk / personal computer for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
Primary work environment is professional corporate office. Ability to travel as required. Additional working hours as required.
LI-JP2 Number of Openings : 1 We are committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals.
We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.