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Staffing - IT Desktop Support

Company: Mindlance
Location: Fort Worth
Posted on: August 8, 2022

Job Description:

Title: FS Refresh Tech

Non Exempt

REQUIRED: 3+ years of desktop support experience

The Corporate Field Services Refresh Technician will provide technical assistance and support for incoming service requests/incidents related to client standard refresh/break-fix process both in-person and (at times) remotely within the client Valley (USA). The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10 and MS Office suites (2010/2013/2016). Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.

Daily tasks include (but are not limited to):

o Active Directory Administration

o Limited support for corporate mobile devices

o Familiarity with cloud applications (Box, Office365, etc.)

o Troubleshooting Cisco VPN connectivity

o Familiarity supporting Citrix connectivity

o Remediating Symantec Endpoint Protection

o Dameware remote connection/utilization

o Altiris Deployment server utilization

o Asset management skills

o Internet Explorer and various browser(s) support

o Installation/configuration of various Adobe products

o Installation/configuration of Check Point endpoint client software

o Printer/driver troubleshooting & installation

o ServiceNow utilization

o Cisco WebEx service support

o Box user administration

o Deployment/configuration of standard IP telephony

o Hardware ordering/deployment

Additional responsibilities may include:

o Documentation (records) management

o Knowledge base utilization

o Project interaction

o Customer scheduling/follow-ups

o End user equipment moves (disconnect/reconnect)

o Multi-team interaction and/or technical roundtable participation

o Standard device imaging via USB/PXE server(s)

o Smart-Hands tasks/functions outside of standard operational work

Performance is measured on a variety of key performance indicators, priority matrix comprehension/adherence, SLA, and customer service/satisfaction. The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines. This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts in-person. The Corporate Field Services Refresh Technician will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested). Excellent communication skills, prompt time-to-resolution/fulfillment, technical knowledge, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.

Education: *Associates Degree (at least)

Hardware Experience (beyond imaging/deployment)

Preferred Certifications:

- CompTIA IT Fundamentals

- CompTIA A+

- CompTIA Cloud+

- CompTIA Mobility+

- CompTIA Network+

- CompTIA Server

Keywords: Mindlance, Fort Worth , Staffing - IT Desktop Support, Human Resources , Fort Worth, Texas

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