Description:
Akkodis is hiring an IT Support Technician in Findlay, OH for a 12 months long term contract with possible extension. We are seeking an ideal candidate as a Tier 2 deskside support professional with 5–7 years of experience, strong hands-on troubleshooting skills in Windows and O365, excellent customer service, high ownership, and the ability to manage multiple tickets effectively under pressure.
This position is responsible for providing operational and technical support for corporate end-user workstations on the BLAN environments in Findlay, OH. The successful candidate must understand business requirements and translate these requirements into solutions. The position must work collaboratively with multi -disciplinary workgroups to seek solutions to problems, and champion compliance & change efforts which result in improved user experience and customer satisfaction.
Responsibilities:
- Focus on superior customer service levels, in all situations, especially under pressure, no matter if customers issue is small or large.
- Accurate escalation of tickets to internal teams, management, or outside resources, with detailed notes on activities including resolution.
- Resolve hardware and software problems efficiently with minimum disruption to users and coordinates hardware repairs with service vendors as merited.
- Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions in a timely manner
- Install, configure, troubleshoot, and maintain desktop/laptop computer images
- This is an onsite position and work hours are typically Monday - Friday, 8 - 5 pm. The employee must be flexible however to meet the needs of the business when necessary, work hours may change depending on work responsibilities.
- Collaborate with all support and team members to ensure accuracy and efficiency of the inputs and outputs of the asset tracking system to other business processes
- Implements, and enforces the IT Asset Management processes, policies and standards, work instructions and activities in compliance with the information technology infrastructure platforms
- Maintain knowledge base of relevant hardware and software applications
- Set high standards of performance for self-assuming responsibility and accountability for successfully completing assignments or tasks.
Technical Abilities Required:
- SME in supporting and troubleshooting Windows Operating Systems 11 & 10, Office 365, Skype, Microsoft Teams, Microsoft Office suite, and IOS devices (iPad and iPhone)
- Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality need
- Extensive support with VPN, Citrix, and Wireless Networks
- Assist with phone systems, upgrades, maintenance in the Findlay office
- Asset management, including maintenance of network component inventory; printers and other hardware items
- Responsible for installation, configuration, maintenance, and troubleshooting of all end user workstation(s) hardware support, software and peripheral devices
- Experience supporting Video conference technologies
- Networking connectivity knowledge and troubleshooting
- Installation and configuration of local LAN printers
- Maintain a continuous focus on technology and information security.
Qualifications:
- 5 to 7 years working with and supporting end users and VIP’s
- 5+ years working with third party service suppliers – should include SLA and service definition functions
- Experience working with remote and travel users – plans and assists with issues that come up
- Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions
- Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities
- Ability to support and explain technical concepts to users at various levels of technical proficiency
- Effectively manages difficult or volatile situations
- Able to read and understand technical manuals, procedures, and OEM guides.
- Excellent interpersonal skills
- Ability to assess, analyze and research technical situations and provide viable alternatives
- Ability to learn new technologies and procedures quickly
- Ability to communicate effectively with wide variety of users, and technical teams.
- Technical writing.