Job Description:

• As an IT PC Refresh Support Tech you will be responsible for providing technical assistance in the PC hardware refresh deployment project.
• You will build, swap out and deploy refreshed hardware to our end users and ensure the smooth operation of IT systems at your location.
• You may also troubleshoot hardware and software issues, provide the highest quality customer services, and resolve IT issues in a timely manner to support agility within Client's business.
• This role may require after-hours support in the event of any emergency, critical troubleshooting, system maintenance or other issues as requested.

Responsibilities:

• Installation and support of endpoint software
• Deployment of PC equipment and accessories
• Provide guidance and explain policies and procedures to end-users.
• Troubleshoot end-user PC, network, printing, and application issues.
• Diagnose, research, and resolve routine end-user issues
• Escalation of issues to appropriate team after troubleshooting and documenting progress in the ITSM tool
• Provide Day to day operations support as Level 2 to end users.
• Complete detailed documentation in ticketing system; incidents and requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved.

Requirements:

• 1-2 years of proven experience in a customer support position involving technical knowledge of a company's products, services, and IT systems.
• Experience installing and configuring computer systems and applications.
• Disciplined, systematic problem-solving skills required.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Experience working in and assisting others through company service desk software, such as Bomgar in addition to other remote access desktop programs.
• Experience working with different operating systems including Windows and Mac OS
• Professional written and interpersonal skills are essential when communicating with customers and clients.

Education:

• High school diploma or equivalent; IT-related coursework or certifications a plus.
• Industry certifications (preferred) Windows 7/10, CompTIA A+, CompTIA Net+, ITILv4 foundation, Dell proven professional.