Onsite IT Services Technician

Requisition Number: 94986
Role and Responsibilities
IT Agents will be responsible for providing service primarily at client's onsite I.S. Experience Center. Tasks to be performed but not limited to:

• Software Troubleshoot/Repair/Restore
• Software/Hardware installation and/or removal
• Hardware Repair (warranty and non-warranty) for Toro's Computing, Tablet and Printer devices
• Loaner Equipment Checkout
• Providing peripherals (keyboards, mice, headphones, cables, adapters, etc.)
• Conference Room Support including "How to" demonstrations of Conference Room equipment
• "How to" Questions
• Install/Move/Add/Change (IMAC) Support
• Customer Appointments (How to, troubleshooting, etc.)
• Remote control resolution of user issues to avoid dispatch as appropriate
• Dispatch client-side to address issues that cannot be resolved remotely/at Experience Center
• Participation in training activities held at the Tech Center as required (could include identifying user training needs or even leading some sessions based on technical skill level)
• Use of Client's ITSM Ticketing System to create, document and close tickets (incidents, service requests, problems, etc.)
• Other duties as assigned
• High level of customer service required

Additionally, technicians are required to partake in the Major Incident Coordinator On-Call and Perry on-site on call rotations (scheduled concurrently)

• On-Call services are available 24x7x365
• Incident Coordinator duties include processing communications/escalations, launching conference bridge, updating incident records, identifying related incidents, identifying process improvements related to Major Incidents and the Tech Center experience, and documenting agreed upon changes per Toro's Major Incident Process
• Perry on call - address duties associated with desktop support role which affect production outside of experience center business hours

Qualifications and Education Requirements

• 3-5 Yrs. Desktop Support Experience

• A+ Certification (preferred)
• Dell Hardware Certification/Experience (preferred)
• HP Printer experience (preferred)

Competencies

• Perform assignments as directed.
• Provide the support required to close service tickets, within the SLA and to the satisfaction of the

customer ("fix the customer?).

• Provides timely and accurate updates to the clients ITSM ticketing system
• Effective time management skills required.
• Excellent decision making and problem-solving skills required.
• Ability to communicate technical information to a non-technical audience in a clear and coherent manner required.
• Ability to work with a broad constituency and have tolerance for the different work styles of the various clients required.
• Ability to work in an environment that may be occasionally stressful when assisting clients on site required.
• Strong communication skills required.
• Superior customer service focus required.
• Microsoft Windows 7/10/11 Operating Systems
• Microsoft Office 2010/2016/O365 Suites
• Microsoft OneDrive
• Adobe applications
• IE/Firefox/Chrome, HP Printer/Multifunction Devices, Dell Desktops/Laptops, Microsoft Surface Tablets, HP Laptops, Android, and iOS mobile device operating systems

Additional Notes
Normal Business Hours: 7:00am - 4:00pm CST/CDT
The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
Posting Notes: Oklahoma || Oklahoma (US-OK) || United States (US) || IT Infrastructure & Support || None || US - Oklahoma City, OK ||