JD:
Responsibilities:
1. Deskside support of incidents and service requests:
2. Troubleshoot and remediate PC/peripheral/mobile device hardware and software issues and provide repair action for incidents.
3. Coordinate with different support levels to get the incident fixed.
4. Install, configure, and support new hardware and software for service requests.
5. Document resolution to desktop issues, propose solutions to root cause problems.
6. Maintain hardware and software inventories.
7. Assist with project-based work as needed and as directed by leadership.
8. Respond to incidents by phone or email customer in a timely manner.
9. Update customers online ITSM (ServiceNow) ticketing system, inventory/asset management systems as required, and complete appropriate document for customer acceptance.
10. Support contract SLAs and manage workload to meet those SLAs.
11. Demonstrate a high level of professionalism, interpersonal skills, and a team-oriented attitude.
12. Demonstrate active listening skills with the ability to act with sensitivity and empathize with the customer's situation.
13. Demonstrate compassion in a patient care environment in support of overall service provided to the customer.
14. Document resolutions to desktop issues and propose solutions to root cause problems.
15. Provide support for L2 & L3 issues. Learn and become knowledgeable of customer products.
16. May be responsible for resolving more complex support requests depending on experience.
17. May provide coaching and mentorship to new team members over time.
Required Skills:
1. Strong PC/MAC hardware diagnostics skills. Dell PC HW certified a plus.
2. Highly skilled in the Break/fix solutions - (mainly HP).
3. Strong knowledge of Windows 10, MS Office suite & O365.
4. Knowledge of Mac OS/Apple iOS.
5. Some experience with Active Directory.
6. Well versed in remote takeover tools in support of PCs, Network Printers as well as remote connectivity via VPN.
7. Virus/Malware eradication skills through normal tool sets.
8. Experience setting up printers, monitors, and IT cabling.
9. Ability to document processes and procedures.
10. Independent and trustworthy.
11. Superior customer service and interpersonal skills.
12. Excellent oral and written communication skills.
13. Must be willing to travel throughout if requested.
14. Ability to lift 50 lbs.
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