IT Help Desk/Deskside Support

BC Tech Pro; Buffalo (NY); On-site; USD 26,000 - 32,000; Full time

Benefits offered by this job

Health, Dental, Vision

401k

Job summary

BC Tech Pro in Buffalo, NY is seeking an intermediate technician to repair a variety of technology-based products in an end-user environment. This full-time, onsite role offers comprehensive benefits.

You will perform troubleshooting for PCs, desktops, laptops, tablets, and printers, support VIP clients, and handle IMAC tasks while following ITIL practices and OEM certifications.

Qualifications

• Typically requires technical school certification or equivalent of 2-4 years of relevant experience.
• Maintains all required OEM certifications as directed by Management.
• Knowledge of relevant software and hardware systems; understanding of ITIL methodologies.
• A+ certification is desired.

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities on PCs, desktops, laptops, tablets and printers.
• Provides support to client identified VIPs.
• Responds to change management requests including installing new PC equipment and desk-side support.
• Performs IMAC (Install/Move/Add/Change) activities.
• Performs all assigned desk-side support activities.
• Demonstrates outstanding technical and professional services skills at all times.
• Meets customer service and operational metrics as outlined in guidelines.
• Communicates proactively with end-users and service desk about arrivals, estimates, and status.

Skills

Communication

Customer service

IT hardware knowledge

ITIL knowledge

Education

Technical school certification or equivalent

A+ certification desired

Job description

This is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated with an end-user computing environment.

• This is a full-time, onsite position.
• Benefits include Health, Dental Vision and 401k.
• Pay starts at $20.50 per hour

Responsibilities:

• Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers.
• Provides support to client identified VIPs
• Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
• Perform Install/Move/Add or Change (IMAC) activities.
• Perform all assigned desk-side support activities
• Display outstanding technical and professional services skills at all times
• Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
• Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
• Understands and follows all documented service operations policies and procedures.
• Other duties or certifications may be assigned to meet business needs

Qualifications

Education and Experience:

• Typically requires technical school certification or equivalent of 2-4 years of relevant experience
• Certifications and/or Qualifications:
• Maintain all required OEM Certifications as directed by Management
• Knowledge of relevant software and hardware systems
• Understanding of ITIL methodologies
• A+ certification is desired
• May require additional customer-specific certifications or training as required

Skills:

• Excellence in communication and customer-facing skills
• Strong oral, written and interpersonal skills
• Ability to follow instructions and processes with minimal instruction
• Ability to lift and or move various computer equipment up to 50 lbs.
• Must own a basic repair kit
• Additional requirements may exist if offer of employment is extended

Additional Information

All your information will be kept confidential according to EEO guidelines.

This position is open to all US Citizens 18 years of age or older.