Service Technician II

 Duties and Responsibilities

· Performs PC and Apple personal computer and laptop repair

· Ensures customer satisfaction by responding to Service Requests in a timely, accurate, and professional manner

· Follows up with customers with call or service request status when status changes (e.g. will be delayed)

· Logs all customer requests and updates calls utilizing the designated call handling and tracking system

· Initiates escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target resolution times

· Assists in technician training

· Assists in customer and analyst training

· HelpDesk hardware and software support

· Dispatched  onsite support for issues not resolvable at Helpdesk

· HelpDesk escalation resource for resolving more complex issues

· Advanced knowledge of all Customer standard products as defined per engagement

· General knowledge of all non-standard but commonly used products

· Advanced trouble-shooting and resolution skills

· Solid interpersonal and communications skills

· Ability to work within a team structure and take part in “mentoring” processes

· Additional tasks as deemed necessary by manager to meet business requirements.

 

Years of Experience

· Minimum 3 years experience in customer relations.

· Minimum 3 years experience in Troubleshoot and Repair.

· Minimum 3 years experience working with SNL and/or LANL preferred.

 

Knowledge / Training and Certifications

· A+ Certification

· Apple Cert Preferred, Apple skills a must

· Department of Energy L/Q Clearance required

· Microsoft Office Suite

· Windows 95, Windows 98, Windows NT

· Multi Platform PCs including: Compaq, Dell, IBM, Apple