Onboarding Technician - Bothell, United States - TEKsystems

TEKsystems Bothell, United States

5 days ago

Description

Job Description

Job Description

Top Skills' Details
1. 2+ years providing Help Desk and/or Desktop Support for end users (especially with new hires)
2. 1+ year of experience supporting and configuring computer hardware and mobile devices (Lenovo/SurfaceBooks, Mac, iPhones, iPads) and software for new hires

Exceptional Customer Service; ability to diagnose and support hardware failures with end users

PRINCIPAL RESPONSIBILITIES:

Technical Aptitude and Customer Service:

Configure hardware (Windows, HP, Lenovo/Surface, iPhone, iPad) and software for new hires
Create work orders in a helpdesk system, dispatch work orders to other support technicians and IT groups
Assess and escalate serious or unusual problems to the appropriate IT group for resolution
Windows OS support in a network environment
Diagnose and support hardware failures, operating system, application issues and network connectivity
Provide work order status reports and metrics to management
Monitor help desk workload and prioritize work orders effectively
Develop, test and implement solutions to problems detected during troubleshooting
Assess training needs and develop new training or self-help materials
Manage user accounts and phone accounts
Follow standard operating procedures, create and revise documentation as needed
Mobile device support including set up, deployment and support
Update inventory records for end users, hardware and software
Monitor, diagnose, repair, and run preventative maintenance on computers
Provide in depth customer training and training materials
Hardware and software ordering
Working with other team member on projects
Ordering computing peripherals
Working with vendors, as required

Onboarding Support & Tracking:

Own ongoing development & maintenance of onboarding database key to executing internal process
Accountable tracking employee lifecycle information leveraging "database blueprint" methodology
Coordinate with IT, HR, Training and others to track key onboarding metrics
Support development of centralized channel of CRM-style communications with field teams for onboarding needs and questions
Partner with Field Operations Coordinator to enhance new hire communications, drive dashboard creation, and track new hire onboarding from start to success
Support Quality Control process for IT equipment

New Hire Information Repository:

Consolidate disparate sources of information into a centralized location that allows key stakeholders to execute new hire onboarding processes/activities
Continuously improve information gathering to support growth of salesforce onboarding & offboarding

Additional Skills & Qualifications

SKILLS & EXPERIENCE NEEDED:

Highly proficient with data entry, Microsoft Excel & Office applications, iPad apps and PC platforms
Organized and able to stay within tight timelines
Dynamic and positive attitude
Strong phone, email, and customer service communication skills

Ability to:
o Communicate effectively & collect data manually from multiple internal stakeholders
o Execute on & define processes with attention to detail
o Manage large amounts of disparate data & identify inconsistencies or red flags
o Identify gaps and bottlenecks in processes and propose solutions

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