Job Details
Job Summary:TelaForce, a Titan Technologies company, is seeking a Deskside Support Technician to join our Asset Management and Field Operations team supporting our OCSD customer. In this role you will travel to multiple client sites to provide desktop/laptop support, image creation and deployment, asset inventory and deployment, network troubleshooting, as well as hardware/software peripheral installation and troubleshooting.
Duties & Responsibilities:Provide deskside support for currently deployed and newly issued IT assets including installing, configuring, diagnosing, repairing, maintaining, and upgrading all hardware and software, while ensuring optimal performance (via in-person, telephone, email and/or remote desktop connection as applicable).Provide technical assistance and step-by-step solutions to end-users, when required, to remedy computer related issuesTroubleshoot computer components and support replacement of hardware and software in a timely and accurate mannerInstall, configure and operational-check software including Operating Systems (OS), Microsoft Office Suite software, and other standard software packages identified on the acceptable use list. These include academic, administrative, and special standalone applicationsProvide technical assistance and advice to the customer base and support team regarding hardware/software testing, installation, and standardsUse exceptional interpersonal skills to handle multiple open issues and interface with customers at all levels with urgency, attention to detail, and great enthusiasmResolve incidents or service requests immediately or by escalating it to the appropriate support staff or service group when necessary.Escalate problem calls to senior technicians, Manager, or Help Desk for further technical service as necessaryAdhere to Service Level requirements and performance targets while providing high quality customer serviceEnsure all customer requirements are handled expeditiously while keeping both the user and Titan management apprised of significant changes in workload statusRespond to and coordinate requests for computer moves, adds and changesReport and coordinate changes in configurations to the Asset Manager and other departments as appropriateUpdate all incident records and service requests, following Help Desk procedures, into the ticket-tracking system as applicablePeriodically review and submit recommended changes to Standard Operating Procedures and other operating guidelines affecting current support proceduresPerform other duties as assigned by the Team Lead, Manager, or Program ManagerAdhere to all customer, company, and departmental policies.
Qualifications
Required:High School Diploma or GED1-2 years of technical support or a combination of college and work experienceExpertise in PC systems relating to both hardware, software, and peripheralsAbility to quickly adapt in a fast-paced environmentExcellent verbal and written communication skillsOutstanding customer service skillsAbility to handle high priority problem calls and interface with a variety of clients while accurately documenting technical issues and steps taken to resolve themStrong organizational skills with the ability to manage priorities and workflow in a fast-paced environmentVersatility, flexibility, and a willingness to work with constantly changing prioritiesAbility to know when to escalate issues to the next service center groupAbility to pass employment background check and drug-screeningAbility to pass Level 2 Background Check per contract requirementsBe able to repetitively lift up to 50 lbs.Must have reliable transportation and valid driver s license
Preferred:Bachelor s Degree in computer science or related fieldMCDSTA+ certificationA+ certificationMicrosoft Certified ProfessionalDell certified technicianApple certified technician
Company Description:Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!Titan is proud to be a Service-Disabled Veteran Owned Business.