Field Tech Senior Associate

Role Responsibilities 

• Responsible for on-site and/or remote troubleshooting repair of desktops, laptops, notebooks, printers, and other associated peripherals or hardware.
• Responsible for device image, configuration and staging
• Hardware & Software related engagements for various break fix efforts
• Inventory management and adherence to device disposal processes
• Asset Management and Inventory
• Serves as company liaison with customer on administrative and technical matters
• Provide technical support and incident management services and functions
• Reviews, troubleshoots, and analyses operational quality of supported hardware
• Installs, configures, and optimizes supported hardware configurations at customer sites
• Diagnoses and resolves product performance problems and various error conditions
• Performs repair services and facilitates activities for the end users
• Responsible for clearly documented statuses, contact and journaling in ticketing system
• Leveraging experience with a ticketing system surrounding SLAs and time metrics MTTR
• Meets and exceeds SLA;s with timely statuses and management of the individual delegated technicians queue

 

Requirements 

• A+ Certification
• 2+  years of Desktop Support experience in a busy corporate environment
• Ability to develop business relationships and communicate effectively with the user community 
• Strong troubleshooting and proficient verbal and written skills 
• Good understanding of the fundamentals of device imaging and configuration
• Good understanding of inventory management and device disposal 
• Good understanding of the fundamentals of network connectivity and desktop O/S administration, installations, break fix techniques, software tools to aid in resolving localized problems
• Familiarity Outlook and Microsoft related configurations and analytical support 
• Applies acquired knowledge of processes and resources required to perform analytical and technical tasks on PC systems 
• Reliable transportation- Local travel to client sites and ability to be flexible with support coverage

 

Preferences 

• Associates/BSIT, ITIL.MCP, MCDST, Network+ & Server+ certification(s) are a plus