"Position Purpose:
Serve as contact in providing remote customer service and complex technical support to internal partners and vendors. Act as a technical resource for other IT Support Specialists.
Education/Experience:
High School diploma or equivalent. Bachelor's degree in Computer Science, MIS or related field preferred. 3+ years of technical support experience. Knowledge of Windows operating systems, SCCM, Altaris, SMS, and ServiceNow experience a plus. Mac experience a plus."
"Provide second-level remote support of customers' software and minor operating system modifications requests. Investigate, research, and resolve complex IT issues
Respond to requests and document tickets in Service Now following our Information Technology policy and procedures
Perform software installations, upgrades, and configure customer-specific software
Review team's current processes and recommend process improvements. Update installation guides and workflow processes. Collaborate with Information Technology teams to update workflow processes impacting multiple teams
Identify training needs, perform new user IT training and communication of IT policies and standards to improve software performance and customer service
Monitor service level agreements, perform scheduled departmental audits, and report findings to management
Act as a technical resource for Information Technology support specialists and coordinators "
Day to Day Responsibilities of this Position and Description of Project:
About You:
You are a highly collaborative, strategic risk-taker driven to make a difference and change the face of healthcare. You thrive in a supportive, result-oriented community and are committed to the relentless pursuit of continuous growth. You are highly agile, excel in fast-paced environments and willing to push outside your comfort zone. You are ready to find your purpose at work
IT Tech Support Engineer job skills
- Great customer service and communications including the ability to communicate professionally with Executives
- IT End user compute troubleshooting (Windows/MAC, PC Hardware, Audio Video/ Conference rooms/ Printers/ Smartphones + Telephony/Networking
- Operational Discipline : Follow Processes , working knowledge of Service Now for Incident/Request and Asset Management would be a plus
- Highly motivated , self-reliant and great team player. Some of these roles will have a remote manager.
- These are all full time onsite critical worker roles during Covid.
-
- This is an onsite role supporting local and remote employees
- Install, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performance
- SME for areas deemed critical by the Regional Manager, provides technical guidance to all parties.
- Troubleshoot problem areas in a timely and accurate fashion, and provide end-user assistance where required
- Remotely Troubleshoot incidents using technical and investigative procedures to provide a resolution for end users
- Evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
- Follow up on outstanding incidents/requests to provide better customer satisfaction
- Provide walk-thru customer first service, interact with our end user base
- Collaborates with others to solve problems and actively incorporates input from various sources; has experience escalating to teams outside of Tech Support Services
- Complete ticket logging/classification/categorization correctly and efficiently
- Train users and communicate on how to use technology equipment and provide process documentation providing the best customer service
- Maintain appropriate stockroom level by adhering to procurement and asset inventory process
- Act as escalation point for any IT related issues
- Demonstrate strong IT trouble shooting and technical skills related to end user computing (PCs, MACs, Smartphones, Windows, Microsoft apps etc.) and networking
- strong Customer Service, collaboration and communication skills
- Technical Knowledge of Audio Visual and Conference technology a big plus
- Working knowledge of Service Management (ITIL) and use of Service Now
- Disciplined approach to following operational processes
- Effective stakeholder management and influencing skills
- Ability to proactively build a strong network (Business units and IT) and navigate the larger organization to get the resources and help needed to address customer issues and be roadblock remover/enabler for their teams
- Ability to setup and support printer/Multi-functional devices
- Provide first-level on-site deskside IT support of customers' software, operating system and hardware requests. Investigate, research, and resolve moderately complex issues.
- Respond to requests and document tickets in Service Now following our policy and procedures.
- Perform software installations, upgrades, and configure customer-specific software.
- Review team's current processes and recommend process improvements.
- Document installation guides and workflow processes. Collaborate with Information Technology teams to update workflow processes impacting multiple teams.
- Train users and communicate policies and standards to improve software performance and customer service.
- Act as a technical resource for Information Technology support coordinators.
Education/Experience:
High school diploma or equivalent. Bachelor's degree in Computer Science, MIS, or related field preferred. 2+ years of technical support experience. Knowledge of Windows operating systems required and ServiceNow experience a plus.
Required Skills/Experience:
1.
2+ years of technical support experience. Excellent Knowledge of Windows operating systems.
2.
Excellent verbal and written communication skills. Exhibit strong customer service, collaboration and communication skills
3.
Ability to interface effectively with end users and C-level staff - customer service attitude/positivity.
Preferred Skills/ Experience:
1.
strong understanding of an array of computer equipment, peripherals, mobile devices as well as standard software applications (MS Office, Windows 10 Operating Systems, Cisco VPN client software, Citrix, Remote Desktop tools, SCCM etc.
2.
Excellent time management skills - must be able to work independently and pace oneself to complete own work.
3.
Technical Knowledge of Audio Visual and Conference technology a big plus
Working knowledge of Service Management (ITIL) and use of Service Now
Disciplined approach to following operational processes
Education Requirement:
High School diploma or equivalent.
Education Preferred:
Bachelor's degree in Computer Science, MIS or related field preferred.
Software Skills Required:
Windows, MS-Office; Demonstrate strong IT trouble shooting and technical skills related to end user computing (PCs, MACs, Smartphones, Windows, Microsoft apps etc.) and solid understanding of networking
location: Portland, Oregon
job type: Contract
salary: $31 - 37 per hour
work hours: 8am to 4pm
education: High School
responsibilities:
Serve as contact in providing remote customer service and complex technical support to internal partners and vendors. Act as a technical resource for other IT Support Specialists.
qualifications:
- Experience level: Experienced
- Minimum 4 years of experience
- Education: High School
skills:
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.
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