This position is responsible for installing, configuring, troubleshooting, and repairing information technology systems in support of our internal customer business needs. This position will also act as a escalated level for Tier II Level I as necessary to resolve more complex requests. Requests are received as escalation from Help Desk and through direct contact.
What you get to do:
- Customer Support: Support customers by utilizing appropriate customer service skills over the telephone or in person to diagnose and solve problems with company issued and approved applications, computers and peripherals. Provide assistance and training to new or transferred customers (employees) with initial hardware and application setup, to include general guidelines for e-mail, Internet, network and printing, as needed. Provide assistance in configuration of mobile devices for security and Google Apps access (primarily Android and IOS based).
- Documentation: Maintain an accurate inventory of equipment, software and software licenses. Documents and shares knowledge and provides training to peers, other teams and company. Develop and document internal procedures and practices.
- Troubleshoot & resolve issues: Maintain compliance with all Company and IT General Controls, Policies and Procedures. Perform install, move, add and change (IMAC) requests as they are submitted and approved. Install, configure and troubleshoot desktop and laptop components to include hard drives, optical drives, memory and other peripherals. Utilize company imaging technologies to deploy images to computers and properly configure for production use. Working knowledge of Microsoft Active Directory (AD) components as necessary to assign users and computers to proper Organizational Units (OU) or other AD tasks as needed or required. Configure and Troubleshoot Google Apps (Gmail, Docs, Sheets, Slides, Drive and Chrome). Configure and troubleshoot laser printer and multi-function devices (small and large format). Troubleshoot computer connections to include internet communication (primarily browser), LAN, WAN and wireless (Wi-Fi and broadband). Accurately ship equipment to company locations in accordance with standard practices and company policies. Understands and applies project management principles and practices to manage work efficiently. General knowledge of Mac computer operation and troubleshooting.
- Escalated Support & Guidance to Team: Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner. Coordinates with approved maintenance contractors and vendors on any and all services and equipment to ensure maximum up-time of IT Services. Act as a liaison with other IT teams as needed to ensure maximum user up time; including proper escalation as or when necessary. Understands and applies project management principles and practices to manage work efficiently.
What you need to bring:
- High School or GED
- A+ certification
- Training or classes in information technologies
- 5 years of Help Desk/Tech Support Experience: troubleshooting laser printers and multi-function devices, small and large format
- 3-5 years of experience in Google Apps
- 5 years of Microsoft Windows (7 & higher) and Office suite experience in Corporate Environment
- Ticketing System Experience required
- 5 years of Strong customer service orientation with proven support experience in a corporate environment
- Network + (preferred)
- Strong knowledge of commonly-used concepts, practices, and procedures in the support of desktop and laptop technology and application systems
- General understanding of imaging technologies and ability to deploy images to computers
- Understanding of project management principles and practices
This job posting is open for 4 weeks.
Randstad offers competitive pay and bonus structures. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. Based on eligibility, a successful candidate's total compensation may include a variable pay plan including bonus(es) and/or commission(s). In setting compensation, Randstad complies with all local wage and hour laws and while the pay range listed above is an annual amount, non-exempt employees will be paid hourly and therefore receive the hourly equivalent.
In addition, Randstad, the largest global staffing leader, offers rich learning & professional development opportunities, a 401(k) plan, a stock purchase plan, an employee referral reward program, and comprehensive medical, dental, vision, disability and life insurance to uniquely fit your needs. Randstad also focuses on our employees' overall wellbeing with our award-winning wellness program, employee assistance program, a generous time off policy (including at least 18 paid days off in your first full year, 1 paid volunteer day, 9 paid holidays, and 5 sick days), paid parental leave, paid caregiver leave, a health and dependent care flexible spending account, Metlife home and auto insurance offerings, a Metlife legal plan offering, and offers discounts on everything from cell phone plans to car purchases.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
We are seeking candidates from all backgrounds and demographics and a variety of industries to join our winning team! Randstad is proud to be included in the prestigious "America's Best Employers for Women 2024" list. Randstad US has also been recognized as a 2024 Leading Disability Employer by the National Organization on Disability (NOD). At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact hrsupport@randstadusa.com.
