Service Desk Technician :: 1077 Forge Blvd., Akron Ohio 44310

Role: Service Desk Technician - Level TS1

Duration: 3 Months Contract To Hire

Location: 1077 Forge Blvd., Akron Ohio 44310

The Technical Support Specialist is the front line support enabling the organization to deliver our goal of improving the quality of life for those entrusted to our care. In this role you will demonstrate your ability to understand customer’s requests and provide them solutions to be effective. You will work with the latest laptop, desktop, convertible tablet and mobile devices in addition to the operating systems and applications running on them. You will coach and mentor others. You will identify, solution and implement process improvements.

• Strong customer service and documentation skills
• Strong verbal and written communication skills
• Ability to identify and execute predetermined procedures.
• Demonstrated success managing multiple priorities while delivering results.
• Experience performing routine maintenance on laptop and desktop hardware.
• Experience installing and administrating a Microsoft workstation environment.
• Experience administrating Microsoft Active Directory Users and Computers
• Experience administrating Microsoft Exchange and Exchange Online Mailboxes/Users
• Experience provisioning and administrating end-user telephony devices.
• Experience installing and configuring workstation and server applications.
• Experience administrating Mobile Devices via Mobile Device Management
• Demonstrated ability to follow directions and deliver results individually and as a team member.
• Demonstrated ability to establish and maintain effective working relationships with other employees, vendors and customers.
• Understands, adheres to and effectively communicates company polices and procedure.
• CompTIA A+, N+, CCNA, Microsoft or other industry certification(s)
• Associates degree in a computer-related technology field or equivalent industry experience
• Possess a valid driver’s license and a good driving record.
• Maintain a professional appearance as a representative of the company.

Major areas of responsibility:

• Answer inbound calls participating in a Service Desk queue.
• Create, work and document tickets for Customers.
• Provide technical customer support via telephony and e-mail ticketing.
• Acknowledge and set expectations with Customers in a timely fashion.
• Troubleshoot basic to advanced technical problems. document results and escalate as needed.
• Provision, maintain and retire Active Directory accounts and information.
• Provision, maintain and retire Exchange mailboxes and resources.
• Provision, configure and ship mobile devices to Customers (Samsung, Apple, etc.)
• Provide end-user support for mobile devices (Samsung, Android, SOTI, etc.)
• Identify and purchase end-user equipment (desktop, laptop, monitors, peripherals, etc.)
• Received and document receipt of goods for incoming orders.
• Install and configure workstation operating systems (Microsoft Windows)
• Install and configure workstation applications (Microsoft, Adobe, VPN Client, etc.)
• Measure and maintain inventory levels of supplies (keyboards, mice, headsets, etc.)
• Troubleshoot end-user device network connectivity (Wired, wireless, VPN, etc.)
• Install, configure and troubleshoot peripheral devices (printers, scanners, media, etc.)
• Troubleshoot, coordinate and verify hardware warranty repairs (HP)
• Participate in on call rotation.
• Other reasonable duties assigned by Manager.

HARD & SOFT SKILLS:

Compassionate communicator with a positive attitude. Patience is a virtue when working with teammates and customers. Attention to detail is critical, as is being observant and following directions. Problem solving and create solutions to drive to a course of action.

REQUIREMENTS:  (3-5 Must Have’s)

• 2-3+ years Industry Experience
• Associates degree in a computer-related technology field or equivalent industry experience.
• At least one year of experience in the Health Care industry and experience in home care is desirable. CompTIA A+, N+, CCNA, Microsoft or other industry certification(s) not required, but recently accomplished or pursuing certification(s) is very desirable.
• Experience performing routine maintenance on laptop and desktop hardware.
• Experience installing and administrating a Microsoft workstation environment.
• Experience administrating Microsoft Active Directory Users and Computers.
• Experience administrating Microsoft Exchange and Exchange Online Mailboxes/Users.
• Experience ServiceNow ticketing system is preferred or if other will train.
• Experience provisioning and administrating end-user telephony devices.
• Experience installing and configuring workstation and server applications.
• Must have experience administrating Mobile Devices via Mobile Device Management and understand the process needed.
• Experience providing deskside support and phone support.
• Capable of all physical demands.