PRI Talent is hiring a Helpdesk/Desk-side Support Technician II on behalf of our client. This role is a full-time, 1099 contract staff augmentation position working with a company that is a leader in reducing electronic waste and finding value in gently used electronics. Our client has seen staggering growth and extraordinary impact on protecting the planet while providing a work culture.
This position contributes to providing responsive and high-quality technical support. The role works directly with end-users in person, over the phone, through email, and via a ticketing system to gather information, evaluate options, and resolve technical problems with computer hardware and software. Provide telephone and Tier 1 / 2 support and training for systems as needed. Perform account maintenance, including; allowing access to systems, disabling dormant accounts, and troubleshooting user logon problems within the command area of responsibility. Manage correspondence with end users; respond to requests for assistance in person, via phone, and electronically. Track problems and resolutions; follow standard help desk procedures; research questions using available information resources, redirect issues to the appropriate resource, identify and escalate situations requiring urgent attention; track and route problems and requests. Document resolutions and log all help desk interactions in the designated trouble ticket system. Monitor systems for proper operation, such as Antivirus, Backup Jobs, and all critical processes during the work day.
Key Responsibilities
- Provide exceptional service to personal computer users
- Install and configure PC hardware and software
- Complete PC hardware maintenance and basic repairs
- Assist with documenting processes and procedures
- Accurately track hardware issued out to end users
- Escalate incidents to the next level of support when necessary
- Thoroughly document completed work using a ticketing system
- Assist with special projects
Knowledge, Skills, and Abilities
- Excellent problem-solving skills to identify, clarify, prioritize, and resolve IT issues
- Ability to build and maintain positive user relationships
- Knowledge of networking concepts
- Knowledge of Microsoft Windows desktop OS and Microsoft Office products
- Knowledge of Apple OS
- Excellent written and oral communications skills
- Self-directed, able to work with minimal supervision
- Ability to effectively interact and maintain professionalism with others
- Ability to follow through on both verbal and written instructions and effectively adhere to company and department procedures
- Ability to prioritize and organize multiple projects and tasks concurrently while meeting deadlines
- Knowledge of Windows Active Directory domain basics
Education and Experience
- High School Diploma or GED required; AA/AS/BA/BS degree in computer or software technologies preferred
- 4+ years of experience identifying and resolving PC-related problems required
- 2+ years of experience with networked PC setup and installation required
- Technical certifications are a plus.
Physical Requirements
Regular lifting of up to 50 pounds
Please note we will not accept applications that do not include a cover letter and work examples.