Pomeroy is looking for a skilled Deskside support technician for a 3 month project with the possibility of extension.
Responsibilities:
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options
- Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles
- Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution
- Use the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention's
- Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
- Troubleshoot client software and basic network connectivity problems remotely using Bomgar
- Identify, evaluate and prioritize customer problems and complaints
- Participate in on-going training and departmental development
- Maintain quality standards for incident documentation and phone calls
Required Experience, Skills and Qualifications
Tech Skills:
- 3+ years of Desktop Support experience
- Disciplined, systematic problem-solving skills required.
- Hands-on work experience with the following:
- Windows Operating systems
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000
- Servers: Windows 2000, Windows 2003, Windows 2008,
- Knowledge of Active Directory, Exchange 2003/2007
- ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, and ServiceNow
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- Internet browsers (e.g. Explorer, Chrome, Firefox),
- Current experience with troubleshooting VPN and remote dial-in user s
- Support for laptop, desktops, printers, and apple products
- Others: Adobe Acrobat and other common desktop applications like Winzip, etc
- Experience with troubleshooting VOIP issues
- Understanding how to read and collect log files for applications
- Experience with remotely installing software using PowerShell
Job Types: Full-time, Contract
Pay: $28.00 - $30.00 per hour
Experience level:
- 3 years
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Ability to commute/relocate:
- San Diego, CA: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Deskside Support: 3 years (Required)
- Windows: 3 years (Required)
- Microsoft Windows Server: 3 years (Required)
- troubleshooting: 3 years (Required)
Work Location: In person
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