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Form of workJob Description
Job Description:
Pay Range $35hour - $40hour
Pay Range $35hour - $40hour
- We are currently seeking a Deskside Support Technician to join the IS&T team.
- Performs moderately complex assignments that require initiative and independent judgment in the selection and use of established principles and procedures. Performs a range of work activities in a wide variety of contexts.
- Plans, schedules and monitors own work within a limited time horizon, using applicable methods, procedures, tools, equipment, and standards effectively with only occasional reference to others.
- Responds to customers needs, questions and concerns in an accurate, effective and timely manner and expedites corrective actions.
- Works with client to define timeframe requirements.
- Performs specific tasks while utilizing established information technology standards and methods, including:
- Field customer questions and service requests via calls, voicemail, email, and walk-ins.
- Resolve end user IT issues remotely, in person, or dispatch to appropriate IT specialists.
- Provide instruction to peers or customers as needed.
- Monitor customer issues and IT service delivery via customer calls and on-line monitoring tools.
- Escalate support issues to appropriate department IT manager.
- Assist with operation of loaner equipment library.
- Provides end user support in a fast paced, technically challenging IT environment.
- Works at both a construction site and an office environment.
- Installs and upgrades software and performs regular maintenance on personal computers and printers.
- Documents support and diagnostic activities and accurately resolves and closes assigned trouble tickets by following customer support standards and procedures.
- Actively manages customer expectations through effective communications.
- Makes frequent contact with end users and customers to resolve problems and issues relating to information technology.
- Works collaboratively to assist other Service Center and Deskside Support team members, ensuring team performance goals are met.
- Spearhead service improvement initiatives, as requested by management.
- BA/BS in Computer Science, Information Technology or related field from an accredited college or university, instead of a degree, 6 years of progressive, related experience.
- Possess the legal right to work and remain in the United States without sponsorship.
- Must be able to obtain a Department of Energy badge for access to the Hanford Site.
- Experience in an IT Call Center troubleshooting user issues remotely.
- Strong workstation hardware and software problem-solving skills.
- Diplomatic skills in end user communication.
- Handle customer interactions in an accurate, effective and timely manner, and articulate ideas in clear & concise reports.
- Attention to quality, including accurate documentation of work completed.
- Must be able to work productively with little supervision.
- Must be able to physically move computers and associated hardware.
- Related experience includes but is not limited to:
- Windows workstation hardware and software.
- Workstation imaging techniques and software.
- MS Office and Internet Explorer.
- Networking.
- Infrastructure systems architecture concepts, configurations and standards.
- Experience with automated call center software and multi-line phone systems.
- Experience using remote deployment tools to install and configure software, remove spyware, troubleshoot hardware and software, etc.
- Relevant IT certification preferable, such as A+, Network+ or MCP.
