The IT support technician provides face to face support via walk-up service for IT related incidents and requests from employees and contractors along with remote support for off site users.
This technician is part of a professional team of people providing a single point of contact for high-level customer service and technical support.
Primary responsibility will be supporting our employee base with their technology needs including desktop support issues, IP phones and mobile devices.
Experience supporting Windows 10, Windows 8, Mac OS and G-Suites is required. This person should be a good communicator who enjoys working with people from all levels of the company.
Scope of Responsibilities / Expectations
End User Services :
Investigate, troubleshoot, and resolve all computer software and or hardware problems for on-site and remote users. These include but are not limited to Google Suite, Remote / VPN Connectivity, Printing, MS Office, and Chromebox / Audio-Visual services.
Primarily responsible for installing and configuring computer systems following a defined imaging process. Diagnosing hardware and software faults and providing technical support to Motorola Solutions employees and contractors.
Create, maintain, and update IT equipment in our asset tracking software.
Provide mobile device support to include setup of devices (iOS, Android, etc.) to connect to the mobile device management system and remote authentication applications.
Assist with IT onboarding of resources including new pc’s, loaner pc’s, IT Training, etc. Complete IT responsible tasks associated with offboarding of retired resources assets.
Track all customer communication and users requests / problems in Servicenow incident tracking system. Ensure customer satisfaction by reviewing and performing follow-up communications on open / closed tickets.
Update associated knowledgebase with standard resolutions as required.
Coordinate between other IT resources ( internal and external) and vendors to resolve issues and proactively evaluate and avoid future issues related to hardware and software on users computers.
Individual must present a positive customer service experience for fellow employees
Create and maintain in-house documentation; these include but are not limited to checklists, IT Asset Management, general policies and procedures.
Prioritize critical issues and escalate issue(s) following defined processes.
Site Coordination, server, network, labs, real estate, E-waste management
Participate in automation and script development for repetitive activities
Expand knowledge and learn new systems and procedures.
Participate in continual improvement of processes through the development and implementation of supporting documentation and procedures.
Perform inventory management tasks
Desired Background / Knowledge / Skills
Excellent knowledge of PC internal components.
Ability to operate tools, components, and peripheral accessories.
Excellent knowledge of PC and desktop hardware.
Hands-on hardware troubleshooting experience.
Technical knowledge of current protocols, operating systems, and standards.
Able to read and understand technical manuals, procedural documentation and OEM guides.
Strong analytical and problem-solving skills
Ability to communicate effectively with others, both orally and in writing.
Associates degree in Computer Science preferred
Prior technical experience, 5+ years IT / Computer experience
One or more of the following certifications : ACMT ( Apple), Comptia A+ Certification, Google IT Support Professional, Microsoft MCSE,
Android and IOS experience