Maitland, Florida | W2
Tews Company is looking for an eager Desktop/Technical Support employee with three plus years of experience for one of our clients in Orlando. This position entails working with internal customers to answer questions and resolve computer related issues via the phone or electronically. Provides assistance concerning the use of computer hardware and software, including printing, installation, telephony, electronic mail, and operating systems.
•Provide telephone technical support to users in support of their daily business functions.
•Troubleshoot and correct software and system problems over the telephone.
•Identify source of hardware or software problem and take appropriate corrective action.
•Consult with higher level IT staff in resolving complex hardware or software problems.
•Provide network printer management.
•Assist staff in troubleshooting and resolving communications or computer equipment problems or failures.
•Provide documentation of issues and how they were resolved. Recreate problems for logging and future reference.
•Install, configure and troubleshoot hardware and software by supporting users on internal applications. •Accept and follow through on requests for new user hardware, software and access. •Configure/customize newly purchased PC’s for user delivery.
•Provide expert advice without formal supervisory responsibility.
•Provide backup support to department programs as needed.
•High level of motivation, initiative and responsibility. •Must demonstrate strong sense of urgency regarding solving end-user issues. •Have excellent telephone, listening and communication skills
•Be able to answer questions regarding system errors or usage instruction
•Must be able to minimize downtime by rapidly diagnosing and resolving problems. •Maintain a high level of teamwork and communication Experience/Skills: •Hands on experience in Desktop Support and Software Support-preferably Microsoft OS and Office Platforms.
•Knowledge of PC hardware configurations, including storage devices, printers, graphics, communications, and related software.
•Proven ability to prioritize tickets based off ITIL Priority matrix.
•Knowledge of current principles of data processing and computer science systems and applications software, including but not limited to, word processing, spreadsheet, file/disk management, and memory management software products.
•Very effective troubleshooting skills
•High level of customer service skills, and ability to fluctuate technical communication level to suit user’s needs. •Ability to analyze technical problems and provide logical and effective solutions.
•Ability to read, interpret and apply technical information from resource manuals.
•Ability to communicate clearly and concisely both verbally and in writing.
•Ability to establish and maintain effective working relationships with those contacted in the course of work.
Ability to handle high call volume and/or high stress level environment.
•Associate degree in IT or related field preferred; equivalent experience may be substituted in lieu of education.
•Microsoft Desktop Support Technician and CompTIA A+ certifications preferred