About Arthur Grand Technologies

Arthur Grand Technologies is a staffing and recruiting company.

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Deskside Support Technician [Day-1 Onsite]← All Jobs

2022-06-27 | Winslow, Maine | $23/H | Not Applicable Contract


Principal Responsibilities:
· Provide comprehensive technical support services to the Client’s internal customers and service providers.
· Assess reported issues and work directly with Client’s service providers for escalation and timely issue resolution.
· Effectively communicate with Deskside Supervisor regarding asset management and break/fix processes.
· Effectively communicate with the Deskside Supervisor regarding any Help Desk related issues or processes. Provide setup and support services for conference rooms.
· Follow established Asset Management processes
· Report any potential problem cases to the Deskside Manager. (Build a “proactive” environment)
· Perform IMAC-related tasks as assigned.
· Effectively consult with the Deskside Manager on any cases where high-level technical support is needed.
· Replicate and resolve customer incidents in the software & hardware environment.
· Escalate issues to the Deskside Manager where Client Home Office personnel are required for resolution.
· Self-monitoring of Help Desk tickets to insure proper escalation and resolution of incidents consistent with the agreed SLA’s Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.
· Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness.
· Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
· Perform customer support related tasks and special projects as assigned by management.
· Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
· Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

Job Requirements
· Good/Excellent Verbal and Written English Communication Skills
· Excellent teamwork skills
· Dedication to customer service Installation and configuration – Desktop / laptop/ Printer/ Server/ Networks etc.
· Substantial experience in Notebooks and Printers management
· Supporting Windows core technologies
· Collaboration experience including remote control of PCs and video conferencing knowledge
· Deliverables to include ensuring the proper levels of run and maintain support
· Strong Microsoft Office skills (Outlook, Word, and Excel)
· Thorough understanding of Outlook's calendaring tool
· Microsoft Office Suite, Windows Operating Systems, VPN client software (Cisco Anyconnect, Symantec VIP Access for Mobile Devices), Remote Desktop tools (Bomgar)
· Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
· Ability to work under a heavy stress environment.
· Ability to interact with vendors and suppliers to provide problem resolution in a timely manner.
· Proficiency with LAN/WAN troubleshooting
· Ability to perform root cause analysis and determine appropriate course of action based on result
· Background security check is mandatory


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