IT Support Technician

Job SummaryThe Technician provides quality technical customer support through efficient asset management, timely problem resolution, comprehensive training on new rollouts, and innovative solutions that add value, reduce cost, save time, and increase productivity. He or she provides knowledgeable support of company systems to resolve problems quickly and accuratelyJob RequirementsHigh School Diploma – Required4 Year Degree – preferred (Technical degree preferred)A+ Certification - RequiredJob DutiesResponds to Customer Service Requests (46-60%) Responds to customer service requests within the Service Level Agreement (SLA) timeframe by asking the customer questions to determine the Technical service issue (i.e., software or hardware related) and uphold confidence in TSG. Communicates with customers by phone to discuss identified problems or concerns and resolve the issues (e.g. hardware or software malfunction, user error, etc.). Researches identified issues by asking questions, reviewing internet data sites, and / or internal website (i.e., project notebook) to identify solutions and facilitate resolution of issues. Conducts site visits within the district to troubleshoot issue and/or install or upgrade hardware and software if service issue can’t be remotely resolved. Conducts follow-up with customers to verify issues were resolved completely. Completes service orders to avoid operational delays in resolving issues. Encourages employees to contact the Help Desk before calling to decrease service response time. Assists in workshop setups and computer setup changes to reconfigure training and conference rooms based on internal customer needs.Performs Project Deployment Activities (16-30%) Builds new PCs in accordance with company standards to ensure proper PC performance. Installs upgrades as released and required to maintain expected system and PC functionality. Moves and replaces systems as required to meet the needs of the operation. Maintains and organizes district spare equipment to enable quick response to hardware problems. Completes system back-ups to maintain data files in the event they are needed for restoration of data. Ensures equipment spares within the building are updated, configured properly, fully functioning, and ready for the operation to replace if systems fail. Performs tasks delegated by Supervisors and sets weekly schedule of tasks to complete for projects by the required due dates. Reads required documentation (e.g., corporate project binders, installation manuals, corporate communications, etc.) to understand and implement the project properly. Completes assigned certifications required to demonstrate system proficiency.Performs Hardware Technology Audits (1-15%) Performs dispatched drive space checks on servers monthly to verify storage of appropriate files and drive space. Performs dispatched wireless functionality checks of hardware (e.g., GSS Scanners, infrared ports, airbeam, etc.) to ensure package delivery functions can be performed. Performs dispatched patch management activities monthly to ensure all MS patches are applied to workstations and servers.Monitors Operation Equipment Repairs (1-15%) Performs equipment exchanges and records inventory controls to maintain proper records of equipment. Organizes equipment cages and maintains spare levels based on needs analysis. Performs routine maintenance on equipment (i.e., Preload Assist System [PAS] printhead replacement) to check for damaged or missing parts and verify condition of cables and power strips. Completes assigned tasks for maintenance of network wire management to ensure proper equipment functioning.Conducts Technical Disaster Recovery Procedures (1-15%) Maintains a local Disaster Recovery Binder (e.g., includes locations of critical equipment, software, recovery documentation, etc.) to provide documentation of equipment, inventory control, and ensure business continuity. Demonstrates business continuity plans ensure minimal impact due to component failure. Verifies center server critical files are backed-up to restore files faster, reduce recovery time, and decrease the technical down-time impact on the operation. Ensure center critical systems are backed up per Problem Management Team (PMT) dispatches to enable fast and efficient disaster recovery. Keep spares (e.g., computers, scanners, etc.) in good condition (e.g., clean, working, and easily accessible) to ensure they can be used if technological disasters occur.Conducts New Software and Product Upgrade Training (1-15%) Facilitates technical training in one-on-one or small group settings to train participants on new software, products, features, or product upgrades. Conducts post-training hands-on computer exercises to enable participants to demonstrate comprehension of what has been presented during training sessions. Conducts customer follow-up to ensure understanding of training data and answer questions.If you meet the qualifications for this position, please apply at www.spherion.comjobs reference job code# 1001058634 Spherion is an EOE Since 1946, Spherion has been helping talented individuals find rewarding job opportunities that drive excellence in their career. 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