Pc Configuration And Installation Technicians

• 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 client 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

• 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.

• High school diploma

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