Tech Support Analyst II US CMPCJP00046346
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.
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.)
Strong verbal and written communication skills.
A certain degree of creativity and latitude is required.
This position is to complete a 3 person team assisting end users at the customers HQ office in Cincinnati approximately 500 on-site end users, and additions 9, 000 remote users.
Deskside support for users on- site in Cincinnati may include reimaging, printer support (drivers), reconnecting file share, virus/malware removal and assisting with remote support as needed.
Monday - Friday 8: 00 am to 5: 00 pm EST.
Very little if any OT.
This position does have an on-call schedule for VIP support.
3+ years desk side support,
HP certification preferred,
Ticketing system experience (Service Now preferred)
TOP 2 required skills that candidates must have
1.) Strong Win 7/10 troubleshooting skills
2.) Documentation skills (writing knowledge base articles and emails)
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