Desktop/Tech Support 3540175

Company Name:
The Onsite Support Specialist is a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. Onsite Support is the second point of escalation for the resolution of desktop or laptop related incidents, service requests and connectivity issues. The Onsite Support Specialist also enforces company's desktop and laptop policies and procedures.
Responsibilities and Duties:
Junior Level:
- Provides second-line investigation and diagnosis
- Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
- Escalates unresolved incidents/service requests within agreed timescales
- Logs relevant incident/service request details per help desk procedures
- Communicates with client regarding incident progress
- Ensures tickets are updated at all times until issues are resolved
- Conducts customer/user satisfaction callbacks/surveys
- Completes GET IT training for User Support Analysts
- Complies with QHSE and IT policies
- Liaises with clients, other company IT support groups and 3rd party providers when necessary
- Performs staging of PCs
- Performs IMAC (Install, Move, Add and Change)
- Conducts hardware and software maintenance and support
Level 1:
- Includes Junior Level responsibilities
- Troubleshoots and resolves PC incidents and/or VIP requests
- Coordinates with Service Desk for hardware repair
- Assists with SSO on IT security issues and virus elimination
- Assists local Server Team when server maintenance is required
Experience and Competencies:
Experience with an IT related discipline
- Fluent in English
- Willingness to work flexible hours when needed
- Initiative
- Ability to write technical support documentation a plus
- Excellent customer interface skills
- Good interpersonal communication skills
- Understanding of customer satisfaction principles and practices
- Team player
- Ability to work under pressure
- Good organizational and time management skills
- Good analytical and problem solving skills
- Ability to understand a wide variety of documentation
In addition to job description skills:
- Bachelor's Degree (preferable in Information Technology)
- Certification (Microsoft and/or Cisco)
- Strong Customer Service skills
- Good troubleshooting skills
Educational Requirements: Bachelor's Degree (preferable in Information Technology)
$20 - $24 Per Hour, Based on experience
Bartlesville OK 74003 6 Month Assignment

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