Job Description :


My name is Vishal and I'm a Recruiter at iTech Solutions, Inc., an Information Technology and Professional Services Consulting and Staffing company. I am contacting you because you are an experienced professional who appears to be interested in investigating the current job market and job opportunities. We currently have an opportunity with one of our direct clients that you might be interested in.

Title: Support Desk Technician - Contract - Chanhassen, MN

Location: Chanhassen, MN

Expected Duration:  6 months+

Type of Opportunity: Contract

Job Ref ID: 21-07890

 Job Description:

Support Desk Technician

·         The Support Desk Technician will work as a support system for the on-site field technicians and be a liaison for the client’s Project team. This position will require flexibility to change and adopt new responsibilities based on our Client needs, requests from the client, changes in project requirements, and other project needs.

The hours would be 10:00 am - 6:00 pm, but also need flexibility.

Primary Responsibilities will include, but are not limited to:

·         First point of escalation for on-site field technicians. Field technicians may consist of Full Time Client technicians, independent contract technicians or vendor partners.

·         Provide technical assistance to the field technicians to aid the field technician in achieving successful site completion.

·         Document clearly and accurately any information relevant to the installation, technician, or as outlined in project instructions. This may include, but is not limited to check in and out times, issue calls, issue resolution, escalation paths followed, follow up calls, status calls, check out scripts, equipment verification, etc...

·         Attempt to resolve issue(s) that occur during an installation and/or to determine the impact of the issue(s) on the scheduled work.

·         Provide escalation assistance to the field technicians, including escalating issue(s) to designated persons within our Client and/or designated client escalation paths.

·         Escalate inventory, installation and/or staffing issues to the Project Manager as needed.

·         Monitor site progress, conduct follow up calls as needed, and follow appropriate escalation paths if installation progress is at risk.

·         Refer to the installation manual and/or share point knowledge base and assist the installation technician/crew with troubleshooting techniques.

·         Document hardware/software issues and the cause & resolution in knowledge base for future reference. Communicate the resolution or workarounds / strategies to the Project Team and appropriate technicians.

·         Assist our client Project team by monitoring, diagnosing & developing suggestions for process change, such as hardware, software or general installation process improvements.

·         Assist or review the documented process changes before distribution.

·         Accept new and changing responsibilities associated with this position and projects as they develop.

·         Learn and understand the technology and systems being installed to provide the best possible support

Secondary responsibilities will include, but are not limited to:

·         Work in other positions and roles during periods when the Support Technician is not needed on projects, and/or as needed by our client to fulfill other needs

·         Complete pre-confirmation (pre-site) calls to client sites and/or scheduled field technicians

·         Review Deliverables for accuracy and completeness that are submitted by field technicians

·         Assist with materials kitting and/or coordination for project materials

·         Participate in local pilot installations to gain hands on experience of the project as well as better understand the installation process from a field technician’s point of view

·         Project Support for Deployment

·         Provide technical support and input to project resources

·         Develop or edit written instructions

·         Assist in other departments if needed

·         Other duties as assigned


·Being available to work on varying shifts and in varying roles to meet different project needs

·  Strong proficiency in Excel

·         Accurate and concise documentation

·         Ability to troubleshoot and resolve technical issues

·         Professional verbal and written communication skills when relating to project team members, client contacts, 3rd party support avenues, and field technicians

·         Ability to interact professionally with a variety of personality types

·         Reliability and dependability

·         Ability to pass a criminal background check

·         Willingness to learn new technologies


Vishal Patole

iTech Solutions Inc.

Client : Direct Source Inc


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