Customer Service Specialist

About the Role

As a team member, you will provide day-to-day technical support for end-users' hardware and software needs and project-based support. You will provide routine, technical support and maintenance for desktop, laptop, and network systems including hardware, application software, operating systems, and connectivity.

Key Responsibilities

• Provide day-to-day technical support end-users hardware and software needs and project-based support.
• Provide routine, technical support and maintenance for desktop, laptop, and network systems including hardware, application software, operating systems, and connectivity.
• Troubleshoot hardware and software issues and document resolution with support as needed.
• Repair or replace defective equipment with support as needed.
• Install, configure, and update end-user desktop and laptop software with support as needed.
• Prioritize and escalate issues when appropriate.
• Use knowledge transfer forums to identify and resolve problems.
• Contribute to all desktop support phases, including coordination, monitoring, tracking, and resolution related to client installations, upgrades, software, hardware, operating systems, and operating system configuration issues.

Incident resolution (40%):

• Provide advanced skills in hardware/software support.
• Skilled in replacing components for warranty repairs with laptops and desktops.
• Provide advanced skills in troubleshooting OS and application issues, authentication, and connectivity issues.
• Maintain a working fleet of endpoint devices and peripherals, keeping clients productive and minimizing downtime.

Remediation (30%):

• Deploy and configure various images to endpoint devices.
• Provide highly reliable new equipment with current and security-patched operating systems.

Printer and peripheral deployments (10%):

• Skilled with printer configurations and installation of various peripherals.
• Maintain all devices with functional devices across the organization.

On call and facility moves support (10%):

• Provide advanced troubleshooting skills.
• General moving and setting up equipment as required.
• Resolve clinical or financial impacting outages, controlling downtime.
• Keep employees productive with efficient moves and reconfiguration of endpoint equipment.

Projects with endpoint equipment configuration and deployment (10%):

• Provide advanced skills in end-user device configurations.
• Provide operating systems deployments as required.
• Provide deployment support for ongoing projects submitted by organizations.

Qualifications

• Advanced skills in hardware/software support.
• Skilled in replacing components for warranty repairs with laptops and desktops.
• Advanced skills in troubleshooting OS and application issues, authentication, and connectivity issues.
• Knowledge to deploy and configure various images to endpoint devices.
• Skilled with printer configurations and installation of various peripherals.
• Advanced troubleshooting skills.
• Advance skills in end-user device configurations.
• Experience with operating system deployments.