Tech Support Analyst II

Exton, New Jersey

Post Date: 11/08/2016 Job ID: 14172 Industry: Other Area(s)

Responsible for supervising the manufacturing and installation of computer or computer-related equipment and components. Major Job Duties: Test and image desktops and laptops. Maintain, analyze, and troubleshoot, software and computer peripherals. Ability to setup, configure and add all hardware. Assist Corporate Desk Side Support technicians with large IMAC’ s. Assure that all tickets requiring follow up work and/or calls receive appropriate attention. Provide technical support to end users via telephone. Back up and burn end user data. Assist in developing and documenting improvements to current processes. Assist coworkers in resolution of end users’ technical issues. Assist coworkers in the execution of established processes and escalations. Test, image and clean PC’ s, laptop, monitors, printers, and other related hardware. Education/Experience: High School Diploma or GED required. 2 to 4 years of hands on technical knowledge of laptop and desktop design and software installation required. Skills and Competencies: Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. Possess 1 to 2 years experience in a break/fix environment. Able to lift and palletize heavy equipment. (PC’ s, monitors, printers.)

Candidates MUST have A+ certification
2) Customer Service Skills 3) Work well independently There are two site locations 1.) 475 Creamery Way, Exton, PA 19341 2.) 1040 E. Erie Ave., Philadelphia, PA 19124 1. Overview: Standard L2 Deskside Support, Break/Fix, IMAC support. Provide some server support, assist with upgrades. Software installs. Network management, project management. 2. This assignment services two (2) locations. a. 475 Creamery Way, Exton, PA 19341 (Monday, Wednesday, and Friday) i. There is one (1) VIP at the Exton, PA location. This VIP use a MACBook Pro, so Apple experience is a plus. b. 1040 E. Erie Ave., Philadelphia, PA 19124 (Tuesday and Thursday) i. Manufacturing environment 3. Day-to-day: End User support. Use Level 1 Helpdesk tickets to plan work on end user assets. Provide IMAC support for leased assets. Provide some server support, assist with upgrades as needed. Install, remove and receive Off-lease PCs, Assist end user with new PC setup. 4. Work schedule: Typically, Monday – Friday 8: 00am – 5: 00pm a. Overtime is a possibility 5. Experience: 2-3 years. VIP support, Apple (MAC) support, and Printer support experience. 6. Top 2: a. A+ certified b. Customer Service (Soft Skills)

Susan Brodeur


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