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Desktop Support Technician

Philadelphia, PA | Direct Hire

Post Date: 05/31/2018 Areas of Expertise: Technical

Responsibilities

  • Troubleshoot hardware, software & cabling problem
  • Provide 1st and 2nd level phone, desktop & peripheral support to end users
  • Track & monitor all support requests within ticketing system. Follow up with other members in the department to update stale tickets
  • Daily updates on all open tickets in solution base ticketing system
  • All administration aspects of user-ids, groups and rights
  • Build and relocate user workstations (hardware & software) according to pre-defined guidelines
  • Install operating system & application software according to pre-defined guidelines
  • Standardize and document all processes and procedures
  • Maintain/Update assigned pages in SharePoint
  • Local travel to regional sites as needed
  • Complete projects assigned in a timely manner along with active communication and documentation
  • Scan/upload IT related documents and invoices into imaging system
  • Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
  • Assist in the resolution of user and support issues among organization sites to ensure timely distribution of knowledge and positive impact on user satisfaction
  • Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards
  • Escalate problems to appropriate individual based on established guidelines and procedures
  • Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users
  • Attend training sessions and possibly assist in training workshops
  • Participate in team projects that enhance the quality or efficiency of help desk service
  • Develop business and technical writing skills

Skills and Knowledge:

 

  • Is capable of personal time management, with supervision
  • Keeps detailed daily logs of work performed
  • Familiarizes with client environment and adapts (dress code, noise level)
  • Maintains a professional client-contractor relationship at all times
  • Excellent customer service and interpersonal skills; both written and verbal etiquette
  • Ability to use customer service standards and follow guidelines, as well as to help others interpret policy
  • Excellent organizational skills; Strong oral and written communications skills (technical and non-technical)
  • Demonstrated problem-solving skills
  • Demonstrated memorization skills
  • Ability to maintain a high level of client trust and confidence in the group’s knowledge of and concern for clients’ needs
  • Broad range of telecommunications, network, and desktop knowledge is highly desirable

 

 

 

Caitlin Christ
Technical Recruiter

Caitlin has been recruiting for CSS Technical Services for over three years specializing in IT Staffing. She approaches every interaction as an opportunity to exceed our candidate’s expectations.
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