Pc Configuration And Installation Technician

Position: PC Configuration and Installation Technician
Location: Onsite - Houston, TX.
Duration: 12 Months Contract to Hire
Specific Certification or Qualifications Required
• High school diploma
• College degree or Customer service certificate preferred but not required.
Essential Skills Required
• Must have Cisco phone technical knowledge, such as CUIC, CUCM (Call Manager), NICE recorders, and Finesses
• Acts as first line of communication and support for all software, hardware, and telephone-related issues.
• Assists end-users with creating service requests (Cherwell) on desktop computers, and network-related problems or escalates to appropriate IT staff where necessary.
• Follow up on open service requests (Cherwell) previously assigned and make inquiries on the unacknowledged and incomplete tickets within the allowed time for each task.
• Upgrades and installs new computers and repairs / reimages existing computers on the HCTRA domain.
• Ability to troubleshoot equipment such as computers, printers, scanners, telephones, etc.
• Knowledge of network configuration.
• Knowledge of software installation.
• Follow inventory protocols for tracking all equipment
• Assists in support of user accounts including but not limited to audit, security, violation enforcement, tag store operations, and telephones.
• Technical knowledge including identifying hardware or software solutions to PoE for Physical Phones or Network connectivity for Softphones.
• Knowledge of Cisco Unified Call Manager, Cisco Certified Enterprise, and NICE call recording.
• Knowledge of Microsoft Intune
• Experience in working with both Android and iOS devices.
• Able to provide Application/Windows OS support, installation/configuration/patching, and data reporting. Lead and plan upgrades, software changes or implementations through SCCM
• Thorough understanding of data center technologies such as networking, data security, TCP/IP, DHCP, DNS and physical data center best practices to resolve interoperability problems.
• Perform general system administration duties in a Windows AD environment
• An understanding of cybersecurity principles and the ability to identify and respond to security threats effectively
• Performs other duties as required.
• Experience in multitasking in a fast-paced environment
• Experience in providing excellent customer service orientation.
• Experience in effectively communicating verbally and in writing.
• Experience in selecting and providing appropriate information to others.
• Experience in acting as a spokesperson for the Service Desk.
• Experience in working as a team member on group projects.
• Knowledge of the principles of determining the source of the problem while on the phone with customers regarding desktop, network systems, or applications
• Knowledge of basic research techniques and applications using Google or Bing.
• Knowledge of Microsoft applications software.
• Working knowledge of Application Generator/ApplicationXtender document manager.
• Motivation to start working on a ticket, task, or project without needing to be told.