IT Support Technician - Judge Group

The IT Support Technician - is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated with an end-user computing environment.

Responsibilities:

• Performs basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.
• Provide support to client-identified VIPs
• Responds to change management requests including installing new PC equipment, providing end-user desk-side support, and other related activities.
• Perform Install/Move/Add or Change (IMAC) activities.
• Perform all assigned desk-side support activities
• Display outstanding technical and professional service skills at all times
• Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
• Proactively communicate with the end user and service desk personnel regarding arrival times, repair time estimates, and the status of the repair
• Understands and follows all documented service operations policies and procedures.
• Other duties or certifications may be assigned to meet business needs

Required Skills:

• Experience with Active Directory to delete users or reset passwords
• Experience with SCCM to reimage, update, and install software packages or push out Windows or Security updates.
• Experience working in-house in a corporate or manufacturing plant environment.
• Experience with the Remedy ticketing tool.
• Experience Supporting iPhone set up, and MAC OS troubleshooting.
• Knowledge of relevant software and hardware systems
• Understanding of ITIL methodologies
• Service Now ticketing system (SNOW)

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