Desktop Support Technician - Randstad USA
Atlanta, GA 30349
About the Job
We are seeking a highly skilled and motivated escalated Support Technician to join our Endpoint Engineering team. This role is responsible for providing advanced technical support to end-users, creating knowledge documentation, and resolving issues with Windows and macOS-based computers. The ideal candidate will possess a strong understanding of operating systems, hardware, troubleshooting methodologies, and a demonstrated ability to document solutions effectively.
Requirements
- Work directly with the CFA team of endpoint engineers to support a range of devices and software, acting as the first point of contact for escalations of cases related to endpoints with the goal of resolving issues
- Schedule time with End Users to remotely connect to devices and troubleshoot issues
- Diagnose and resolve moderately complex technical issues independently, leveraging internal and external documentation
- Collect error details, logs, and other information helpful in researching issues where a fix is not evident
- Collaborate with CFA Windows and Mac engineers to research and find resolutions for more complex issues or problem tickets affecting multiple end users
- Create clear and concise knowledge articles that empower support personnel to effectively resolve end users' issues independently, reducing escalation rates
- Manage and update Problem Tickets when large numbers of customers are experiencing a challenge with a similar root cause
- Proficient in using ticketing systems to track, manage, and resolve support requests
- Be customer focused and committed to providing timely and effective support to end users
- Handle challenging situations with professionalism and empathy
- Work with Microsoft Support and Apple Enterprise Support as needed to help facilitate the resolution of issues
Must have 7+ years of experience
location: Atlanta, Georgia
job type: Contract
salary: $32 - 35 per hour
work hours: 8am to 4pm
education: Bachelors
responsibilities:
ion:~Please join for Supplier Briefing for Request #7250-1 - Desktop Support Technician III on January 7, 2024 @ 11:00 am
https://teams.microsoft.com/l/meetup-join/19%3ameeting_OGNkZjg4M2UtMWMzNy00YmVjLThhZWQtN2E3Y2FlMWY3NjUx%40thread.v2/0?context=%7b%22Tid%22%3a%2273673648-15d4-4706-b4e7-fe020606264f%22%2c%22Oid%22%3a%220c782f11-921a-4121-92d0-0ba069cdd20e%22%7d
Join the meeting now
Meeting ID: 221 981 271 905
Passcode: 62Lf7h63
Dial in by phone
+1 470-645-3006,,840699207# United States, Atlanta
Find a local number
Phone conference ID: 840 699 207#
Join on a video conferencing device
Tenant key: teams@vc.cfacorp.com
Video ID: 118 426 525 8
We are seeking a highly skilled and motivated escalated Support Technician to join our Endpoint Engineering team. This role is responsible for providing advanced technical support to end-users, creating knowledge documentation, and resolving issues with Windows and macOS-based computers. The ideal candidate will possess a strong understanding of operating systems, hardware, troubleshooting methodologies, and a demonstrated ability to document solutions effectively.
Requirements
- Work directly with the CFA team of endpoint engineers to support a range of devices and software, acting as the first point of contact for escalations of cases related to endpoints with the goal of resolving issues
- Schedule time with End Users to remotely connect to devices and troubleshoot issues
- Diagnose and resolve moderately complex technical issues independently, leveraging internal and external documentation
- Collect error details, logs, and other information helpful in researching issues where a fix is not evident
- Collaborate with CFA Windows and Mac engineers to research and find resolutions for more complex issues or problem tickets affecting multiple end users
- Create clear and concise knowledge articles that empower support personnel to effectively resolve end users' issues independently, reducing escalation rates
- Manage and update Problem Tickets when large numbers of customers are experiencing a challenge with a similar root cause
- Proficient in using ticketing systems to track, manage, and resolve support requests
- Be customer focused and committed to providing timely and effective support to end users
- Handle challenging situations with professionalism and empathy
- Work with Microsoft Support and Apple Enterprise Support as needed to help facilitate the resolution of issues
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