TEKsystems (TN) Desktop Support Technician (Level II/III) in Nashville, Tennessee
Job Summary: Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
Essential Duties and Responsibilities: - Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software - Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications - Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities - Manage Helpdesk-based call queue; resolve assigned cases and/or route cases to other support tiers - Refer major hardware or software problems or defective products to vendors or escalate to internal IT support for service - Support local users as well as remote users/client using remote access/collaboration tools - Develop training materials and procedures, or train users in the proper use of hardware or software - Confer with staff, users, and management to establish requirements for new systems or modifications - Prepare evaluations of software or hardware, and recommend improvements or upgrades - Use sound decision-making process to solve problems - Conduct diagnostics of computer-related hardware and software to determine nature of problems - Adhere to and promote compliance to company data security policies - Maintain current and accurate inventory of technology hardware, software and resources - Other duties and responsibilities as assigned Competencies: - Installation, troubleshooting, maintenance, and repair of computer equipment - Prior experience with both phone and in-person support - Strong written and verbal communication skills - Solid organization and planning skills, with strong attention to detail - Ability to effectively prioritize workload and multi-task - Advanced knowledge of MS Windows, MS Office Suite, E-Mail clients and Web Browsing techniques - Advanced knowledge of MS Active Directory role and function - Advanced knowledge and practical usage of Networking protocols such as TCP/IP, DHCP and DNS - Must be familiar with wireless networking (802.xx) configurations and troubleshooting - Advanced knowledge of Remote Access/Virtual Private Network (VPN) technologies and functions - Advanced knowledge of network printing configurations - Ability to perform basic hardware troubleshooting, updates and modifications
Windows 7 OS, Outlook, Exchange, Network Printing, Dell, VPN - Juniper (Junos Pulse), Cisco WebEx, Adobe Acrobat, TCP/IP
Top Skills Details:
1) Active Directory 2) Windows 7 OS 3) VPN, Remote Troubleshooting & Network Troubleshooting Skills
(Heavy emphasis on Imaging and Inventory Management)
Additional Skills & Qualifications:
- Self Stater
- Customer Focused
- Strong Technical aptitude
Willingness to be in apart of the on-call rotation
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.