glassdoor sales-marketing it system support technician

IT System Support Technician

Mindbank Consulting Group has an immediate need for an IT System Support Technician. IT System Support Technician Responsibilities The IT System Support Technicians need to be able to handle at least 350 requests for service per month in any form including telephone calls, emails, web-based requests, voicemail, and walk-ups. Primary support would be conducted on-site by maintaining desktops, laptops, notebooks, tablets, smart phones, printers, computer peripherals, and other similar devices added in the future in response to technology changes. Serves as a contact point between users, IT services and the supported user organization. Will be a single point of contact to provide guidance and technical support services to all employees and contractors. Respond to telephone, voice mail, and email requests during normal operational hours. Provide onsite full time Tier 1 and Tier 2 IT Operations and Maintenance (OM) support. Create and forward Tier 3 tickets for all requests that fall outside the scope of work covered in Tier 1 and Tier 2 support. Resolve customer service requests over the telephone, through desktop consultation with users, or by using remote management software. Provide direct desktop support once all information is gathered and telephone consultation proves inadequate to resolve the user's problem. Close service requests with detailed information of the resolution documented in the service desk tracking system. Image, deploy, troubleshoot, and fix desktop, notebook, Smartphone, and personal digital assistant computers, and any other device families deployed in the future. Back up devices when they are returned to ensure departing personrsquos data is retained. Provide Tier 1 and Tier 2 support to users for approved software and systems in the environment. Provide assistance with all current and future approved user applications running on deployed devices, including but not limited to Microsoft Office, Microsoft Outlook, Microsoft Project, Tableau, Adobe Creative Suite including Photoshop, and Adobe Acrobat Professional. Provide basic telephone support such as connecting telephones, troubleshooting phone port issues, end user support related to voicemail setup, and requesting phone or side car configuration. Conference room support Schedule, manage, monitor, and troubleshoot user meeting requests using WebEx. ShipmentMailing of hardware or parts required by Field Remote sites Loaner equipment, supplies and equipment controlled by the Service Desk. Coordinate the warranty repair of all approved end user hardware with Suppliers through current warranty contracts. Coordinate the non-warranty repair of all approved end user hardware after authorization by COR or Task Manager. Complete the appropriate forms for processing and tracking IT equipment and assets. Track all IT assets that are collected, handled, and issued through the IT Service Desk on an excel spreadsheet, updated and reconciled at the end of each work week. Provide this support to all local, regional, and remote employees and contractors current regional offices requiring remote coverage are Atlanta, Denver, and Seattle and current local offices requiring in person and remote coverage are Alexandria, VA, Silver Spring, MD, Suitland, MD, and Washington D.C. IT System Support Technician Requirements Bachelorrsquos degree in Computer Science or Management Information Systems 3 ndash 5 yearsrsquo experience in IT Support troubleshooting and maintaining desktops, laptops, notebooks, tablets, smart phones, printers, and computer peripherals. Why should you work for Mindbank? Mindbank has been providing business solutions to Fortune 1000 companies and government agencies for over two decades. We provide IT Services Supplemental Staffing, SpecializedOn-Demand Recruiting, Supplemental Human Resources Services, Vendor Management Solutions, and Outplacement Services. Our nationwide presence offers consultants many interesting assignments locally and around the country. As a Mindbank consultant, you have choices. You advise us for which companies you are most interested in working. We never submit your resume to any company without your prior permission. You determine if you want a full-time or a part-time position, or if you would like to take time off between assignments. We want our relationship with you to last therefore we listen carefully to your preferences and work hard to match you with the perfect opportunity. We also offer Competitive Compensation Medical, Dental and Vision coverage 401K Plan Education Reimbursement Employment Options Market Strength ndash Quality Reputation Our Commitment to our employees and clients Mindbank Consulting is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, age, sexual orientation, status as a protected veteran, among other things, or status as a qualified individual with a disability.
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