PART-TIME (20 HOURS/WEEK)JOB SUMMARY
Provide desktop end-user and service request support. Support will require in-depth knowledge of PC hardware, desktop operating systems options and settings, network printer/scanner, Audio Visual, VPN/wireless support and network functionality. The Desktop Field Technician is the principal owner of the service/incident request as well as the customer’s overall satisfaction. In instances when a call cannot be immediately resolved, appropriate escalation processes are followed.
RESPONSIBILITIES
Create an exceptional customer service experience by bringing your polished communications, patience and empathy to the customer.
Resolve in-depth technical PC software and hardware problems by utilizing logical problem-solving skills and referencing documented processes and procedures, (Microsoft Office, Win10 Win11, VPN, Genesys Cloud, Active Directory, laptops, desktops, printers, VOIP telephony etc.);
Provide trouble-shooting assistance to contact center agents, backoffice employees to ensure their inquiries are resolved effectively, providing temporary work arounds, as necessary, until the system is repaired.
Effectively use remote assistant tools, including knowledge base, to diagnose customer issues to be resolved within target time limits.
Uses innovative analytical ability to contribute to on-going process and procedure improvements to enhance the customer experience.
Appropriately document all required information into the ticketing/tracking system.
Proactively identify opportunities to improve the environment and culture.
Effectively escalate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved.
REQUIREMENTS
High School diploma or G.E.D equivalent; An associate’s degree is preferred.
At least one year of experience supporting, troubleshooting and repairing PCs
Working knowledge of PC operations, which includes hardware, software, network settings, operating systems and MS Office applications.
Excellent verbal and written communication skills.
Ability to lift/transport moderately heavy objects, such as computers, and peripherals up to 50 lbs.
Flexibility to work off schedule if needed.
Must keep company and client information confidential.
Experience in a healthcare environment preferred.
Labor Category Metrics & Expectations
Technician 1:
Expectations
Provide first-line technical support to end-users via phone, email, or in-person.
Troubleshoot and resolve standard hardware and software issues related to desktops, laptops, printers, and peripherals.
Install, configure, and update operating systems and standard software applications.
Documents support activities, resolutions, and user interactions accurately in the ticketing system.
Support the IT asset inventory and lifecycle, including procurement, deployment, and retirement.
Escalate complex issues to Tier 2 support when necessary and follow up on pending tickets daily.
For complete job descriptions please visit our website at www.BESTstaffJobs.com/job-seekers and click on “Click Here to View Open Jobs and Apply”.
It is the policy of BESTstaff, Inc. not to discriminate against any employee or any applicant for employment because of age, race, religion, color, handicap, sex, physical condition, developmental disability, sexual orientation, or national origin.
"Positively changing lives through Trust, Care and Commitment based staffing"