What are the responsibilities and job description for the Computer Support Technician (Tier II) position at Black Rock Solutions INC?
Title: Computer Support Technician (Tier II)
Duration: 12 month contract to Hire
Location: Denver, CO, (Day1 Onsite)
Description:
As a Personal Computer Support Technician, you will install and test a variety of software applications on newly imaged computer workstations for CMS’ Computer Upgrade project. Software will be installed manually or by using Microsoft System Center Configuration Manager (SCCM). In this position, you are expected to pose exceptional communication, technical, and analytical skills. You will work closely with other members of the Customer Support Service team as well as Endpoint Engineering team to remediate software installation issues in a timely and professional manner.
2. Primary Responsibilities
Under the direction of the Customer Support (Tier 2) Lead, you will be responsible, to include, but not limited to:
• Install, configure, and test a variety of software applications in accordance with the program policies and procedures.
• Identify potential problems and provide recommendations for improvements.
• Works individually, actively participates on integrated teams.
• Analyzes root causes and resolves issues.
3. Basic Qualifications
• Associate degree with 3 years of experience. Additional years of relevant experience will be considered in lieu of a degree.
• Competency in ServiceNow ITSM tool.
• Proficient in Active Directory account management.
• Proficient in utilizing JIRA to provide updates to projects/tasks.
• Must be customer oriented. Solving customer problems in a timely manner and informing the customer of problem resolution in a clear manner.
• Experience installing, configuring, and troubleshooting hardware, software, and peripherals.
• Experience working in a team-oriented, collaborative environment.
• Demonstrated ability to work independently to perform responsibilities effectively and efficiently.
• Demonstrate strong analytical and problem-solving skills.
• Ability to communicate technical concepts to technical and non-technical audiences.
• Aptitude and enthusiasm for learning and teaching new technologies.
• Ability to establish and maintain productive working relationships with all levels of staff and the customer.
• Collaborative and works as part of a team to successfully achieve common goals.
• Empathetic, honoring the consumer and what they are feeling.
• Passionate about helping others.
• Self-Confident and able to diplomatically express views that may be unpopular.
• Actively Listens and can quickly distill provided information and insights.
• Conscientious, organized, and dependable; always meets deadlines and commitments.
4. Preferred Qualifications
Technical Certifications in any one of: MCP, Dell/EMC, CompTia A , Network