Description :

Desktop Support resource for agency support.

This is long-term and should be there for multiple years.

The environment is a split of Mac / PC support so will need Mac experience. We have filled multiple of these roles over the years for them.

Top Skills :

1. Experience providing technical support of PC / Mac OS X mainly and Win 10 environment.

2. Experience working with MS Office - 365. (Office 365 is preferred as that is what they are running. Should be particularly strong with Outlook issues)

3. Key thing for someone coming into to this role and that they are strong communicators, have patience, and strong social skills that will allow them to interact well with the executives / various levels of users.

4. Excellent customer service skills.

Onsite 555 Aviation Blvd, El Segundo

18-24 month contract, could go perm down the road

This position is for all on-site / deskside support.

• Mac / PC split environment
• AV Support what kind of cables to use, etc. (this would be a plus)
• Overall desktop support role
• Laptop support, installing software, imaging, warranty repairs, access, log-in issues
• Server room exposure, rack / stack servers, meet vendor and show them where drop is for the WAN line
• Deskline phone support
• Infra will email them, power outage, can you do XYZ
• Printers troubleshoot printing issues
• Customer- service personality, main focus
• High engagement rate with end-users
• Relatable to the end-users
• Know how to explain IT to the different end-users
• Self-lead, self- starter

Company Overview

One of the largest Communications Group worldwide and the leader in Digital and Interactive Communications. The client has activities spanning 108 countries on five continents and employs approximately 72,000 professionals worldwide.

The client offers local and international clients a complete range of communication services through the nearly 1,400 agencies across our four global networks, including : Communications, Media and Healthcare.

FUNCTIONAL TITLE : Onsite Tech Support - Associate

JOB SUMMARY

Onsite Tech Support - Associate is responsible for providing local operational support for an office or group of offices.

This position requires both excellent customer service and problem solving skills. The candidate must possess a process and project orientated mindset and be efficient working individually as well as part of a larger team.

The ideal candidate would be knowledgeable on a wide range of technology and adaptable enough to be able to leverage it against a wide range of technical issues.

The candidate must be highly motivated and self-reliant

individual with a desire to better themselves.

JOB FUNCTIONS

Issues Management and Resolution

• Analyze issues and formulate solutions
• Troubleshoot system, application and hardware issues
• Ensure customer is updated on ticket progress
• Provide monitoring and resolution of AV issues for on-site equipment, such as boardroom AV equipment and meeting / event support
• Work directly with customers to solve problems
• Utilize internal IT Knowledge Base to both provide and find solutions to known issues
• Use external information to research and resolve issues when needed
• Consistently update the ticket tracking system with status and fixes
• Properly escalate issues to necessary parties as required

System Administration

• Perform routine system maintenance on laptops and desktops
• Track computer assets according to organizational standards
• Perform backups and restores
• Perform configuration of hardware including drives, network interfaces, memory, processors, and peripherals.
• Perform installation and configuration of software including operating system, patches, and 3rd party products.
• Maintain established computer standards and participate in testing new standards

Communication

• Strong interpersonal skills with heavy focus on customer service
• Demonstrate sound written, oral and organizational skills
• Collaborate with local and remote teams using provided tools
• Consistently share solutions with peers
• Works effectively as an individual and as part of a team
• Comfortable training both small and large groups of people on new IT solutions

Resource & Project Management

• Complete assigned tasks on time
• Ability to follow documented commonly used concepts, practices, and procedures
• Ability to manage multiple constituencies, issues, priorities, projects and goals
• Adhere to team policies and organizational reporting structures

Continuous Improvement

Gather knowledge of technology changes through training, conferences, books, journals, case studies, and perform product evaluations.

Work Schedule

• Must maintain a flexible schedule and be available to work non-standard business hours upon request or as needed
• Must be available via cell phone for issue resolution and assistance after hours

Travel

• Local travel between sites may be required
• Occasional travel to sites outside the local area may be required

PERFORMANCE STANDARDS & EXPECTATIONS

• Associate’s Degree or working towards one or a Bachelor’s Degree from an accredited university, preferably in Computer Science, Information Systems or equivalent program, or a proven track record of IT experience required.
• Working towards a

technical certification ( ACMT, ACSP, ACTC MCP, CNA, CCNA, A , Network )

Experience

• Minimum 1 year IT experience
• Experience delivering IT solutions within a corporate and / or enterprise environment
• Experience working in a mixed Mac and Windows environment

Additional Skills

• Experience in the Advertising and / or Marketing industry preferred
• Experience in centrally managed computer environments
• Experience supporting A / V environments not required, but is a plus
• Skills helpful but not required BitLocker, FileVault, Software Distribution Systems (Altiris, JAMF), Adobe Creative Cloud, Service Now, Bomgar, Font Management Systems

Skills :

Troubleshooting, Altiris, JAMF, audiovisual, Bomgar, ServiceNow, Customer service, Technical support, Hardware support, Phone support

Experience Level : Expert Level

Expert Level

About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity.

We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.

As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Last updated : 2024-05-16