Desktop Support Technician

Service Global, Inc.; Hardeeville (SC); On-site; USD 45,000 - 65,000; Full time

Job summary

Service Global, Inc. is seeking a Field Services Technician to provide on-site support, installation, and troubleshooting for end-user hardware and software. This mid-senior level contract position requires solid experience in IT services and a focus on customer support in various technical environments. The role includes updates, configuration management, and compliance-related tasks, aimed at enhancing user experience and operational efficiency.

Qualifications

• 1-3 years of experience in Field Services Technician role.
• Experience supporting Windows operating systems and MS Office.
• Ability to lift up to 30 lbs.

Responsibilities

• Install and configure desktops, laptops, and mobile devices.
• Provide on-site technical assistance to end users.
• Manage the ticket queue and ensure timely resolution.

Skills

Customer service orientation

Troubleshooting

Analytical thinking

Education

BS/BA in Computer Science or Information Systems

CompTIA A+ certification

Job description

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Minimum Experience 1-3 Years of Field Services Technician

As an onsite support technician, experience in service delivery and end-user hardware and software configuration troubleshooting provides quality services to the end users which includes the following key roles and responsibilities, but not limited to:

Provide customer-facing end-user support that includes:

• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
• Perform on-site updates, configuration changes, or software installations.
• Provide on-site technical assistance to end users.
• Identifies potential issues that could adversely impact end-user experience and follows through on action steps to prevent them.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis
• Provide Hand and Feet support for network data and voice devices
• Installation of IP, wireless, Analog and Digital phones (Avaya , Nortel, Cisco, Siemens, Mitel etc.)
• Configuration of phones using SOP and phone movement.
• Update the inventory of phones, peripherals, and system cards (like TDM, digital, and CPU cards etc.) to network voice team.
• Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
• Punching the cable for different type of panel like patch panel or IDFs or MDFs for krone with krone tool and punching tool
• Update the circuit inventory and vendor details for the service provider to network voice team.
• Coordination with local vendor for ISP, OEM, channel suppliers and different teams

Desired Qualifications:

• BS/BA in Computer Science, Information systems, or an equivalent combination of education or

Experience:

• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience Supporting Windows operating systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification
• Flexible for travelling to remote sites or clusters
• Provide assistance for network-relates issues
• Should be able to lift weight up to 30 lbs at waist level
• Update the inventory of phones, peripherals, and system cards (like TDM, digital and CPU cards etc.) to network voice team.
• Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
• Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
• Update the circuit inventory and vendor details for the service provider to network voice team.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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