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Deskside Support Technician in Durham, NC with Greene Resources

Date Posted: 10/17/2018

Job Snapshot

Job Description


Job Number: 31610


Deskside Support Technician


Job Description:

Our client, located in Durham, NC, is seeking a skilled Deskside Support Technician to add to their team! This position will work closely with the IT Service Desk team and our client's customers revolving around a life cycle management program. Qualified candidates will provide quality support with a high degree of customer satisfaction, technical expertise and timeliness. This individual must be able to work well with limited direction and supervision, follow processes, be detail oriented, extremely organized, and self-motivated with sense of ownership in their area of responsibility. This is a full time, contract to hire opportunity.


Responsibilities:


  • Understand internal employee needs and provide solutions to help enable the user or process

  • Be a customer advocate and relay customer feedback, needs and wants to the rest of the IT organization

  • Provide desk side support for hardware and network related issues

  • Investigate, diagnose, and resolve incidents at first contact when possible

  • Escalate and/or route tickets to appropriate IT Teams or team members as needed

  • Fulfill IT Service Requests on a first in first out basis, providing detailed documentation and customer facing updates of progression until the request is fulfilled

  • Deliver and reclaim IT hardware, peripherals, and telecomm equipment to/from various office locations around the Durham and RTP campuses

  • Perform remote software installations

  • Perform desktop computer backups

  • Deliver and retrieve IT Hardware to/from shipping as needed

  • Check in and retire IT hardware inventory and update asset management database

  • Update central knowledge base with workarounds and known issues

  • Assist in updating documentation of current processes and procedures


Education Requirements:


  • Associate or Bachelor degree


Desired Background/Skills:


  • ITIL Certification

  • Customer service experience

  • Previous experience using a ticketing system

  • A+ Certification

  • Other IT training and/or Certifications


Qualifications:


  • Working knowledge of Windows 7, 10 and MS Office Suites

  • Strong ability to diagnose various OS and application errors and performance issues

  • Strong methodical troubleshooting and problem solving capabilities

  • Ability to diagnose and repair various IT end user hardware related issues

  • Experience installing software and testing functionality

  • Energetic, enthusiastic, eager to learn, fast learner

  • Excellent attendance and reliability

  • Self-motivated and able to work well with limited direction and supervision

  • Ability to work well under pressure and handle stressful situations as well as within a team environment

  • Detail oriented, extremely organized, self-motivated with sense of ownership of area of responsibility


Other Information:


  • Greene Resources is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.