Job Description :
Role: Tech Support - Desktop, Field Services
Location : Albuquerque-New Mexico-USA
Work hours? Monday-Friday, 8 hour shift between 7:00am-6:00pm PST. After hours & weekend shift schedule required when requested. Shift flexibility is a requirement.
Please provide a summary of the project/initiative that this candidate will be working on? Candidate must be able to provide onsite IT support to more than 90 sites and 6,500 users located near Los Angeles & Orange county, CA. Project includes daily operational support and IT Tier 2 end user device support.
TOP REQUIREMENTS: Desktop & Field Support skills, customer service experience, technical troubleshooting, preferred ITIL certification
What are the top 5-10 responsibilities for this position?
" Must have a valid driver s license, car insurance and dependable vehicle
" Provide In-Person Corporate office and clinic onsite support for end user IT desktop support services
" Provide laptop and desktop support for Windows devices to include software installations and end user data migrations
" Consistently exhibits behavior and communication skills that demonstrate commitment to superior customer service, including quality, care and concern with each and every internal and external customer
" Coordinates with both internal IT resources and external vendors as needed on small-scale application and hardware upgrades or installations
" Ensures proper ticket communication protocol including announcing arrival, work performed, status and departure
What software tools/skills are needed to perform these daily responsibilities?
" Knowledge of remote assistance tools, Active Directory, Citrix, VPN, LAN and WAN
" Ability to problem-solve and resolve issues in a ticket management system in accordance with service level agreements
" Strong interpersonal skills and ability to coordinate/collaborate with other technical teams to resolve issues and determine problem resolution
What skills/attributes are a must have?
End-user software and hardware support in a mid-to-large size enterprise. Experience includes operating system software, desktops, laptops, tablets, smart phones, printers, telephones and cabling environments
" 1 - 3 years of experience in desktop, laptop and smart phones troubleshooting.
" Experience with Android and Apple IOS support
" Must be able to lift up to 70 pounds
" You will be asked to perform this role in an office setting or other company location
What skills/attributes are nice to have?
" 2 years experience in troubleshooting laptop and desktop issues in Enterprise Environment
" 2 years experience Microsoft Software Office Suite
" Knowledge of Active Directory, Citrix, Microsoft SCCM