Informationtechnology - It Technical Support Specialist Iii

Immediate need for a talented IT Technical Support Specialist III. This is a 12+ monthsContract to hire opportunity with long-term potential and is located in Charlotte, NC(Onsite). Please review the job description below and contact me ASAP if you are interested.
Job ID: 23-50127
Pay Range: $27 - $31/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:

• This is an onsite role supporting local and remote employees.
• Install, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performance
• SME for areas deemed critical by the Regional Manager, provides technical guidance to all parties.
• Troubleshoot problem areas in a timely and accurate fashion, and provide end-user assistance where required
• Remotely Troubleshoot incidents using technical and investigative procedures to provide a resolution for end users
• Evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
• Follow up on outstanding incidents/requests to provide better customer satisfaction.
• Provide walk-thru customer first service, interact with our end user base
• Collaborates with others to solve problems and actively incorporates input from various sources; has experience escalating to teams outside of Tech Support Services
• Complete ticket logging/classification/categorization correctly and efficiently
• Train users and communicate on how to use technology equipment and provide process documentation providing the best customer service
• Maintain appropriate stockroom level by adhering to procurement and asset inventory process
• Act as escalation point for any IT related issues
• Demonstrate strong IT trouble shooting and technical skills related to end user computing (PCs, MACs, Smartphones, Windows, Microsoft apps etc.) and networking
• Strong Customer Service, collaboration and communication skills
• Technical Knowledge of Audio Visual and Conference technology a big plus
• Working knowledge of  Service Management (ITIL)  and use of Service Now
• Disciplined approach to following  operational processes
• Provide first-level on-site deskside IT support of customers’ software, operating system and hardware requests. Investigate, research, and resolve moderately complex issues.
• Respond to requests and document tickets in Service Now following Client policy and procedures.
• Perform software installations, upgrades, and configure customer-specific software.
• Review team’s current processes and recommend process improvements.
• Document installation guides and workflow processes. Collaborate with Information Technology teams to update workflow processes impacting multiple teams.
• Train users and communicate policies and standards to improve software performance and customer service.
• Act as a technical resource for Information Technology support coordinators.
• Serve as contact in providing on-site customer service and moderately complex Technical Support to internal partners and vendors.
• Deskside services – image computers, prep computers, manage, distribute, and collect inventory (need organization skills), work with Dell on damaged equipment, etc.
• Support 400-500 people
• Metrics: timeframes to complete, timeframe to pick up tickets/request tickets

Key Requirements and Technology Experience: 

• Great customer service and communications including Executive support
  IT End user compute troubleshooting   (Windows/MAC, PC Hardware, Audio Video/ Conference rooms/ Printers/ Smartphones + Telephony/Networking
• Operational Discipline  : Follow Processes , working knowledge of Service Now for Incident/Request and Asset Management would be a plus
• Highly motivated , self-reliant and great team player. 
• These are all full time onsite critical worker roles during Covid.
• High school diploma or equivalent.
• Bachelor's degree in Computer Science, MIS, or related field preferred. 5+ years of Technical Support experience.
• Knowledge of Windows operating systems required and ServiceNow experience a plus.

Our client is a leading Healthcare Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration. 
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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