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Senior Assistant Field Technician

Gainwell

This is a Full-time position in Madison, WI posted June 9, 2021.

Job Description:
Must possess the proven ability to install and configure new IT equipment, perform PC Refresh, deploy new hire installs of equipment, PC moves, retirement and pickup of devices set for retirement.

Wipe drives with proper chain of custody.

Basic inventory management.

(HP products primarily used on site).

To resolve incidents and upgrade different types of software and hardware.

Installation of new hardware for customers, such as new monitors, docking stations, or keyboards.

May also include diagnoses and resolving software and hardware incidents, including operating systems (Windows 7/10), Windows Administration and across a range of software applications on the client machine (Office applications, Outlook, Skype for Business, etc.).

Basic printer troubleshooting and maintenance for all office printers including daily/weekly/monthly print request processing for high capacity printers.

Some weekend work, OT, and travel may be necessary.

Reliable transportation is a must.

Candidates should possess the ability to schedule their own appointments with the customer via email, IM or phone or work in tandem with a dedicated scheduling staff/task assigner.

Ability to maintain appointments/customer contact is required.

A successful candidate takes complete ownership of issues and their assigned tickets by carrying out problem analysis to implement fixes and computer installations with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams both direct and indirect to include leads and management where necessary as well as end to end scheduling operations for tickets assigned directly to them.

Must accurately record, update and document requests using the IT service desk system.

Must maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

Must maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

Client Site Services IT Support staff works in a very dynamic, fast-paced environment which provides services over the phone, through e-mail, and in person.

Essential Job Functions

u00a7 Interfaces with end users to resolve problems concerning system functions reported through a problem ticket.

Reviews information provided, and diagnoses issue based on established procedures and scripts.

Resolves problems by following scripts and assessing diagnostic

information.

u00a7 Performs routine install, move, add, and change (ICMS) activities based upon prescribed procedures and processes.

Escalates unresolved issues or problems.

u00a7 Provides technical services in support of project work; works with project teams to implement defined technical activities, such as distributing new personal computers or racking network equipment, in accordance with established guidelines and procedures.

u00a7 Provides basic or routine guidance to client population on system and products to eliminate recurring errors for smaller or stand-alone systems/products with minimal coordination.

u00a7 Maintains currency regarding routine technological, product, process and/or other advances, specifically in line of service, to ensure team performance and achieve team objectives.

u00a7 Supports documentation maintenance by updating information and changes as directed.

Basic Qualifications

u00a7 High school diploma or G.E.D.

u00a7 One or more years of technical training in computer field preferred

u00a7 Two or more years of technical support experience

u00a7 Experience working with company products and operating systems

u00a7 Experience working with solving computer-related technical problems

u00a7 Experience working with the company escalation policy

Technical Qualifications

u00a7 2+ years desktop support experience

u00a7 Tier 2+ troubleshooting

u00a7 Command Line familiarity

u00a7 Group Policy

u00a7 Scripting / PowerShell experience a plus

u00a7 Experience with patch management

u00a7 ServiceNow experience a plus

Other Qualifications

u00a7 Interpersonal skills to interact with clients and team members

u00a7 Communication skills

u00a7 Organization skills to balance and prioritize work

u00a7 Analytical and problem-solving skills

Work Environment

u00a7 Client or office environment

u00a7 May require shift or weekend work