Job Details

Job Profile Summary:

You will perform activities associated with installing, diagnosing, maintaining, and servicing computer-related products, including but not limited to desktop & laptop computers, printers, network devices, standard software, and low-end servers at customer sites, and/or depot locations. This is a journeyman position for the typical desk side support technician. You will be directed by Help Desk, Service Desk, or script using standard methods, techniques, and tools. You will also apply personal knowledge to resolve product support issues that could not be addressed by service desk. Your assignments will range in complexity from troubleshooting and repair to more difficult device repair, including reloading and re-imaging of PCs/laptops, and installing and optimizing HW/SW networking products.

Responsibilities:

Provides support for software, hardware and networking support for desktops, laptops, and servers

Provides maintenance and support on legacy products

Supports Core, server products

Performs disk replacement on enterprise storage products

Installs and maintains PCs and associated software, networks, servers, and peripherals

Supports network products from operational and maintenance perspectives

Performs installs, moves, adds and changes as required

Tests and certifies PCs, networks, servers, and client approved applications

Ensures customer satisfaction throughout the service delivery transaction.

Ensures client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system.