Location: South Boston,MA, USA
Tech 2 - Lounge Tech Support Role. Location is onsite at 58 Charles St, Cambridge, MA 02141 The contractor Conversion Rate will be $30 please set that expectation with the candidate. Candidate must be able to accept conversion rate and the time of conversion of $30 The work hours are Monday - Friday - 8 AM - 6 PM EST. The Lounge Support Tech will be the front line of CompuCom and interface with customers onsite at their lounge location and provide each user with white glove service for all IT related questions and issues. Relating to application support, technology questions, hardware repair, hardware support, software support, mobile device support, and general IT services. You're highly skilled at detection of users' needs, troubleshooting their issue and resolving it or ensuring that the correct process is followed for resolution. You will educate users on technology features, assisting with hardware selection process, demos and training along with provide software and personal training sessions for users on standard tool sets. Strong Customer Service skills and are approachable, a good listener, takes ownership of their issue and empathetic. High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment. Demonstrated customer focus - evaluates decisions through the eyes of the customer, builds strong customer relationships and creates processes with customer viewpoint. Repair, test, image and clean PC's, laptop, monitors, printers, and other related hardware. Maintain, analyze, and troubleshoot, software and computer peripherals. Ability to setup, configure and add all hardware. Ability to effectively troubleshoot and resolve software problems with operating systems, licensed applications, home-grown apps, and engineering tools Experience with asset management. Install, move, add, and change. Using Service Now to assure that all tickets requiring follow up work and/or calls receive appropriate attention. Comfortable with face to face interactions as will be required to provide technical support to end users in-person at the customer's site Soft skills are a must for this role. Sometimes people get very upset and angry when their PC fails at a critical time and the support person must be able to work with unhappy users. Back up and burn end user data. Assist in developing and documenting improvements to current processes. Assist other coworkers in resolution of end users' technical issues across the program. Assist Site Leader in the execution of established processes and escalations. Ability to handle multiple projects Experience working in enterprise environment