Desktop/IT support - Smart TechLink Solutions Inc.

Associate will identify, deliver, and install electronic equipment at end user desks. They will also assist users with Video Conference meeting setup as well as troubleshoot any Video Conferencing issues. This position will also keep accurate inventory, as well as maintain a neat and orderly stock room. They will do some light end user one on one training to help users understand and adopt technology. They will help employees with hands on IT issues but will also have to be able to direct IT support to an internal IT support desk.

Staff TechZone desk during office hours (09:00 AM PST to 5 PM PST). Hours may change to accommodate special company events

Use Service-Now to accept, work, and resolve incidents

Open incidents and requests in Service-Now

Communicate with internal IT employees and end users in an effective and professional manner

Be prepared to offer one on one training using already created training materials

Install electronic equipment including but not limited to carrying equipment, installing equipment, and removing old equipment as well as trash

Image laptops and desktops (Windows / Mac)

Assist with Video Conferencing setup, and troubleshooting

Desk setups, end user desk moves, and removal of electronic equipment

Strong organizational skills

Track, maintain, and organize electronic equipment stock. This includes, but is not limited to laptops, monitors, cables, headsets, adapters, and printers.

Exemplary customer service skills are mandatory, along with the ability to empathize with customers and their needs

Must be able to move at a quick pace

Must be able to prioritize several concurrent issues to address the most urgent first

Direct end users to an internal IT support desk for any duties not described above

Works with customer IT leadership to ensure any personnel problems that arise are handled and resolved within 90 days or automatic dismissal of individual resource will occur

Assist Customer US locale facilities team with local IT related needs

Assist users based out of US locale with their local IT related needs. Ex. Shipping of laptops, accessories etc.

Must be proficient in assisting customers users with their technical needs with the following devices: with laptop, desktop, desk phones, headsets, mouse, keyboard, mobile devices (iOS, Android), printing, faxing, scanning

Alert (when applicable) IT management of IT issues that may be developing in US office or global IT system. Ex: SSO is down, or no one can print in US office.

Prioritize the needs of VIP members

Shadow and familiarize with white glove