Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. This Client's mission is to discover and deliver innovation medicines and solutions that address complex health issues and enhance people’s lives.

Job Description:

RESPONSIBILITIES:

• Work with the Service Desk, other PC Technicians and Senior Technicians to understand PC support needs.
• Resolve calls that have been escalated in the Call Tracking system
• assume primary responsibility for client’s PC support
• provide hands-on and remote-controlled PC support services
• provide expertise on support services when requested by peers and clients.
• May be required to reload base images on PC’s
• Participate in Hardware & Software deployments
• Follow Hardware and Software procurement usage guidelines
• Support local and network printers.
• Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients
• reconcile client demand for services with available resources
• Record all support activities for proper measurement of work performed.

COMPETENCIES:

• Must enjoy solving a wide variety of problems on a continual basis.
• Skills and experiences with the use of technology in a business environment, including exposure to Hands on Support, Lab Instrument Support, data networks, and application environments.
• Experience with customer service functions in PC support
• demonstrated exceptional organizational skills
• familiarity with Windows operating system
• ability to ascertain the criticality of incoming requests
• fundamental understanding of Outlook and Office Applications.
• Ability to translate technical terms into non-technical language
• understanding of computer terms and acronyms
• Must be able to follow departmental processes and procedures, ability to follow and document resolutions using Knowledge Management tools.
• Troubleshooting experience; referencing knowledge articles; working with team and other IT staff members; meeting and talking on the phone with vendors to solve issue and install hardware/software

QUALIFICATIONS:

• associate degree in computer science or related discipline: at least two but typically four or more years of experience in computer support.
• Excellent customer service, interpersonal, organizational and communication skills
• ability to work in a fast-paced changing environment.
• Enjoys a team atmosphere, will ask questions, and shows they want to help the team and customers.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.

Job Types: Full-time, Contract

Pay: $25.00 - $30.00 per hour

Work Location: In person

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