Dynamic PC Support

Worldwide TechServices•Cedar Rapids, IA

About The Position

The Dynamic PC Support position performs repair tasks for a variety of client products and basic to moderately complex troubleshooting for desktops and laptops. The role may also support desk-side applications and infrastructure. It interacts directly with clients to address technical issues and respond to them in a timely and accurate manner.

Requirements

Technical school certification or equivalent; typically requires 0–2 years of relevant experience.
Knowledge of relevant software and hardware.
Maintain required OEM certifications as directed by Management.
Valid driver’s license and reliable transportation with valid registration and adequate insurance.
Ability to communicate with clients about technical issues.
Ability to drive to client locations and drive long distances; occasional overnight assignments in other geographies may be required.
Ability to lift or move computer equipment weighing up to 50 lbs.
Must own a basic repair tool kit.

Nice To Haves

Previous customer service experience.

Responsibilities

Provide customer support for designated equipment.
Answer client questions in a professional manner.
Accept and deliver all assigned service calls within the established service-level agreement for each client.
Meet established customer service satisfaction criteria outlined in guidelines and policies.
Complete administrative tasks associated with each call as documented in established policies and guidelines.
Complete real-time reporting of calls as documented in established policies and guidelines.
Follow established policies, guidelines, and documents related to successful service delivery for each client.
Control assets and inventory through prompt turnaround of parts and equipment as required by client service agreements.
Report all activity accurately and in a timely manner.
Understand and follow safety policies and guidelines in daily work.
Perform other duties as assigned to meet business needs.