What are the responsibilities and job description for the IT Install Technician position at Merge IT?
Our enterprise-level client is seeking to add five IT Install Technicians to the team in Plano, TX. Please see below for full details-
Job Notes:
-- 3-month contract / extensions possible, but not guaranteed
-- Onsite in Plano, TX 75093
-- Five openings
-- Drug & Background required.
Pay Rate = $23 w2 per hour plus benefits
Position Overview:
The First Level Analyst will provide technical support for our contact center systems that underpin the Global Service Desk business to handling technical activities performed through Application and Infrastructure Incident, Problem, Request, Change and project tasks. Be hands-on working within proactive maintenance activities including daily checks across all systems. The team is responsible for maintaining and developing the contact center systems.
Duties/Responsibilities:
•Engage with technical and non-technical customers through multiple communication channels including phone, email, chat, and applicable ticketing system.
•Perform remote installations, upgrades, and repairs using phone, chat, and remote access methods.
•Achieve performance targets established by leadership for applicable Key Performance Indicators
•Improve Service Desk methods, skills, and processes to ensure consistent, high-quality product and service delivery that meets company goals and client needs.
•Consistently support efforts to improve, simplify, automate, and enhance daily service delivery and client experience
•Triage and manage incidents, requests, problems, vendor engagements, preventative maintenance, etc.; making decisions and escalating when required.
•Create, update, and follow processes, procedures, and documentation, including technical guides and troubleshooting information.
•Log and document all work in applicable ticketing system, maintaining detailed records regarding incident, request and problem management (if necessary).
•Prioritize and perform specialized resolutions with escalated and/or high visibility incidents.
•Provide "White Glove” service to our customers.
•Perform other duties as assigned by management.
Education & Experience Required:
•Applicants must possess a high school diploma, a General Educational Development (GED) certificate, or an equivalent credential
•Comprehensive knowledge of technologies found commonly in an IT workplace: Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as ServiceNow, along with other applications.
•Acquire or hold relevant certifications required by company and/or customer.
Why Work with Merge IT?
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Merge IT is an equal opportunity employer. We value diversity in all forms and are committed to creating a workplace where everyone can thrive. All employment is subject to verification of eligibility to work in the U.S. per federal law.
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Salary : $23