Desktop Technician

Weil Group•Caguas, PR

3d•$17 - $18•Onsite

About The Position

This role involves providing PC support services, working with the Service Desk and other technicians to understand and resolve client PC support needs. The technician will handle escalated calls, provide hands-on and remote support, and may be involved in reloading base images, hardware and software deployments, and managing printing issues. The position requires excellent organizational and communication skills, the ability to work in a fast-paced environment, and a fundamental understanding of various technologies.

Requirements

Skills and experiences with the use of technology in a business environment, including exposure to Service Desk Support, data networks, and application environments.
Experience with customer service functions in PC support.
Demonstrated exceptional organizational skills.
Familiarity with Windows operating system.
Ability to ascertain the criticality of incoming requests.
Fundamental understanding of Outlook and Office Applications.
Ability to translate technical terms into non-technical language.
Understanding of computer terms and acronyms.
Must be able to follow departmental processes and procedures.
Ability to follow and document resolutions using Knowledge Management tools.
Excellent customer service, interpersonal, organizational and communication skills.
Ability to work in a fast paced changing environment.

Nice To Haves

Help desk: 3 years (Preferred)
Customer Service: 2 years (Preferred)

Responsibilities

Work with the Service Desk, other PC Technicians and Senior Technicians to understand PC support needs.
Resolve calls that have been escalated in the Call Tracking system.
Assume primary responsibility for client’s PC support.
Provide hands-on and remote controlled PC support services.
Provide expertise on support services when requested by peers and clients.
May be required to reload base images on PC’s.
Lead/participate in Hardware & Software deployments.
Follow Hardware and Software procurement usage guidelines.
Management of printing problems and network printers.
Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients.
Provide on-call level-2 support.
Reconcile client demand for services with available resources.
Record all support activities for proper measurement of work performed.