Job description

Title - Desktop Support Technician

Location- 302 Mayde Rd #9778, Berea, KY 40403 (On Site)

Description / Responsibilities:

• Provide onsite in person technical support for VIP users, with high level of customer service.
• Individuals here have a well-rounded knowledge of the policies and procedures for their work area.
• Their work may require discretion and independent judgment for non-routine matters. However, the primary focus of work activity is predominately routine.
• They may make policy recommendations to their managers and be an escalation point for less experienced team members.
• Performs troubleshooting, parts replacement, systems upgrades, deployment, and repair on desktops / notebooks/ printers / tablets.
• May respond to calls after normal business hours per leader instructions.
• Identifies potential issues that could adversely impact end user experience and takes corrective action.
• Interact directly with clients and other internal and external sources to resolve issues.
• Verbal and written communication skills with emphasis on customer service, including experience handling challenging situations and conflict resolution
• Follow up with clients to ensure high satisfaction on issue resolution.
• Ability to physically perform general office requirements
• Must be able to perform essential responsibilities with or without reasonable accommodations
• Ability to multi-task in a dynamic, fast-paced environment
• Strong analytical and problem-solving skills
• Active communicator
• Must be able to work both collaboratively and independently and take initiative to identify, track, and resolve issues
• Travel including overnight domestic or international trips may be required

Basic Qualifications:

• Minimum 3 years’ experience in a staging center, configuring, testing, and rolling-out new Windows-based devices.
• Minimum 3 years’ experience ticketing system (Service Now, Remedy, etc.)
• Minimum 3 years' tracking assets, updating inventory, and ordering new parts as needed.
• Minimum 3 years' hands-on troubleshooting skills
• High School Diploma or equivalent

Preferred Skills:

• Excellent customer/client service skills
• Undergraduate degree or some college coursework preferred
• Strong knowledge of Windows operating system environment
• Knowledge and Experience with Apple tablet OS and phone OS
• A+ desktop or equivalent skill set is required; additional certifications for various hardware platforms may be required

Job Type: Contract

Schedule:

• Day shift

Ability to commute/relocate:

• Berea, KY 40403: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer support: 1 year (Preferred)
• iOS: 2 years (Required)
• Windows: 1 year (Preferred)
• Desktop support technician: 2 years (Required)
• ITIL: 1 year (Preferred)
• A+: 1 year (Required)

Work Location: One location

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