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 issues
- Troubleshoot computer components and support replacement of hardware and software in a timely and accurate manner
- Install, 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 applications
- Provide technical assistance and advice to the customer base and support team regarding hardware/software testing, installation, and standards
- Use exceptional interpersonal skills to handle multiple open issues and interface with customers at all levels with urgency, attention to detail, and great enthusiasm
- Resolve 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 necessary
- Adhere to Service Level requirements and performance targets while providing high quality customer service
- Ensure all customer requirements are handled expeditiously while keeping both the user and Titan management apprised of significant changes in workload status
- Respond to and coordinate requests for computer moves, adds and changes
- Report and coordinate changes in configurations to the Asset Manager and other departments as appropriate
- Update all incident records and service requests, following Help Desk procedures, into the ticket-tracking system as applicable
- Periodically review and submit recommended changes to Standard Operating Procedures and other operating guidelines affecting current support procedures
- Perform other duties as assigned by the Team Lead, Manager, or Program Manager
- Adhere to all customer, company, and departmental policies.
Qualifications & Experience:Required:
- High School Diploma or GED
- 1-2 years of technical support or a combination of college and work experience
- Expertise in PC systems relating to both hardware, software, and peripherals
- Ability to quickly adapt in a fast-paced environment
- Excellent verbal and written communication skills
- Outstanding customer service skills
- Ability to handle high priority problem calls and interface with a variety of clients while accurately documenting technical issues and steps taken to resolve them
- Strong organizational skills with the ability to manage priorities and workflow in a fast-paced environment
- Versatility, flexibility, and a willingness to work with constantly changing priorities
- Ability to know when to escalate issues to the next service center group
- Ability to pass employment background check and drug-screening
- Ability to pass Level 2 Background Check per contract requirements
- Be 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 field
- MCDSTA+ certification
- A+ certification
- Microsoft Certified Professional
- Dell certified technician
- Apple 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.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)