Support Services Technician - Kansas City, United States - SPECTRAFORCE

    SPECTRAFORCE
    SPECTRAFORCE Kansas City, United States

    2 weeks ago

    SPECTRAFORCE background
    Description

    Title: Support Services Technician

    Location: Kansas City KS USA 66111

    Duration: 6 Months (Temp to Hire)

    Pay Rate: $26/Hour W2

    Summary:

    Provide first-level technical support of computer software and hardware products and services. Respond to and diagnose problems through discussions with users. This includes problem recognition, research, isolation, and resolution steps. Resolve basic to moderately complex problems while referring more complex problems to senior level technicians. Assist users inquiring how to use specific software, electronic mail, or operating systems. Use existing processes and tools (e.g., help desk systems) to proactively support office staff and equipment. This position will handle calls as their primary duties as well as work tickets and may be asked to help with projects.

    Job Duties and Responsibilities:

    • Perform troubleshooting and repairs of Windows 10 as well as some Apple products.
    • Perform troubleshooting on Network Printer and Multifunctional Devices as well as Home Office Printers.
    • Perform troubleshooting and have a working knowledge of Office365.
    • Knowledge of accessing systems remotely via remote tools such as Teamviewer
    • Perform troubleshooting on remote VPN connectivity
    • Perform troubleshooting on network drive access
    • Work daily with Active Directory with knowledge on resetting passwords and assigning users and computers to groups.
    • Perform troubleshooting in AS400 environment
    • Perform Software installs
    • Perform troubleshooting on mobile devices, iPhone/iPad and Android.
    • Work daily with internal customers via phone, and email.
    • Accurately record all work and troubleshooting in tickets in ServiceNow Ticketing system.
    • Maintain positive, professional attitude always.
    • Other duties may be assigned as required.

    Minimum Requirements

    Education and Experience

    • Associate degree in related field of study preferred
    • Bachelors Degree preferred but not required
    • 1-2 years of experience in MS Windows environment handling Level 1 calls
    • Certifications are preferred
    • Experience handling desktop and laptop break/fix support
    • Experience using and troubleshooting MS Office (O365) products
    • Experience using ticketing systems, ServiceNow preferred
    • Experience managing and troubleshooting Windows 7 and 10 workstations

    Knowledge, Skills and Abilities

    • Able to demonstrate superior customer service skills.
    • Able to communicate and translate complex technical topics into easy to understand concepts.
    • Able to multi-task
    • Able to communicate clearly and effectively, both verbally and in writing.
    • Able to clearly document technical processes.
    • Able to proficiently manage and troubleshoot Microsoft desktop operating systems.
    • Able to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolution.
    • Working knowledge of Active Directory Users and Comp.
    • Working knowledge of Apple products including iPhone, iPad and Mac Computers
    • Must be able to read, write and speak English