Tech Support Analyst II US CMPCJP00046346

Cincinatti, Ohio 45202

Post Date: 05/12/2017 Job ID: 15828 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.)
  • 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,
  • C+ and
  • 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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