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The Desktop Support Analyst (Technician) will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivery high level of customer service.
This position will be a Client based position. Must have reliable transportation to travel to local branch offices.Role Responsibilities- Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.
- Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
- Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.
- Identifies potential issues that could adversely impact End User experience and follows through on action steps.
- Strives to meet all Client SLAs & Customer Satisfaction Goals.
- Escalate to IF Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site.
- When required - provides onsite shadowing to Dell Program Field Service Team.
- Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles.
- Basic installation and maintenance of technical products.
- Follows predefined procedures and tasks in everyday activities.
- Work is regularly reviewed by a more senior level technical specialist.
- Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals.
- Installs, maintains and optimizes desktop /notebook configurations at customer sites.
- Diagnoses and resolves product performance problems.
- Performs maintenance and repair services.
- Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
- Instructs customers in the operation and maintenance of the system.
- 1+ years desktop/technical support experience
- A+ Certification
- Must have a proven customer service background
- Knowledgeable of Windows Operating System environment
- Must be able to comprehend and follow verbal and written technical instructions and scripts
- Good verbal and written communication skills
- Physically able to lift and move Enterprise and Client technology hardware in our customer environments
- Excellent interpersonal skills and ability to work collaboratively in a team environment
- Basic customer interaction skills
- Strong troubleshooting skills
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Vacancy expired!