Service Desk Technician - Contract To Hire - Chanhassen Mn

Service Desk Technician

Monday - Friday 10 AM - 6 PM

First 1-2 weeks would be more of an 8am-5pm shift for training

The Support Desk Technician will work as a support system for on-site field technicians that are doing network installs in retail client locations and be a liaison for the Deployment team. This position requires flexibility to change and adaptability to new responsibilities based on Company needs, client requests, changes in project requirements, and other project needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide technical assistance to the Field Technicians to aid in achieving successful site completion.
• Document clearly and accurately any information relevant to the installation, technician, or as outlined in project instructions. This may include but is not limited to check in/out times, issue calls, issue resolution, escalation paths followed, follow up calls, status calls, check out scripts, and/or equipment verification.
• Attempt to resolve issues that occur during installation and/or determine the impact of the issue on the scheduled work.
• Provide escalation assistance to the Field Technicians; including escalating issues to designated persons and/or designated client escalation paths.
• Escalate inventory, installations and/or staffing issues to the Project Manager as needed.
• Monitor site progress, conduct follow up calls, and follow appropriate escalation paths if installation progress is at risk.
• Refer to the installation manual and/or knowledge base and assist the installation technician/crew with troubleshooting techniques.
• Document hardware/software issues and the cause and resolution in knowledge base for future reference. Communicate the resolution/workarounds/strategies to the Project Tam and appropriate technicians.
• Assist the Project team by monitoring, diagnosing, and developing suggestions for process change such as hardware, software, or general installation process improvements.
• Accept new and changing responsibilities associated with this position and projects as they develop.
• Learn and understand the technology and systems being installed to provide the best possible support.
• Regular and predictable attendance is an essential function of the job.

MINIMUM EXPERIENCE, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS

• 1 - 3 years’ help desk experience in a fast-paced environment preferred.
• Basic understanding of networks - LAN/WAN, POS, IP Camera.....
• Superior ability to multi-task, prioritize multiple projects, adjust to changing workflow and workload accordingly.
• Ability to take initiative, be self-motivated and an independent, accountable, dependable performer.
• Strong communication skills with demonstrated ability to express ideas and information (both in written and oral form) clearly and concisely in a manner appropriate to the audience, accurate and concise written documentation.
• Ability to be accountable for quality customer service and respond appropriately to a variety of personalities and situations.
• Working knowledge and use of Microsoft Office products and databases; demonstrated proficiency in Excel.
• Proven ability to troubleshoot and resolve technical issues with willingness to learn new technologies.
• Able to work varying shifts and in varying roles to meet different project needs.
• Ability to maintain quality and safety standards.
• Must be able to read, write and speak effectively in English.

EDUCATION REQUIREMENTS

• High School diploma or equivalent.

For more information please contact Tom Mazzulla at 336-701-1226 or tmazzulla@itechsolutions.com

Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing and Government sectors with local offices in Connecticut, Minnesota, Colorado, Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area.

Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them. So at iTech Solutions, our personnel are all career IT professionals with a wide range of IT experience. We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.

Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.