End-User SUpport Technician

End-User Support Technician
Responsibilities

• Assist with new-hire desk set-ups, office/department moves and equipment connections.
• Assist with departing customer hardware removal and stock organization.
• Provide technical assistance and resolution as necessary with a strong emphasis on customer support, teamwork, and a sense of urgency.
• Provision, repair, and refresh/replace computer systems and perform routine maintenance (Apple knowledge a plus but not required).
• Perform advanced troubleshooting of hardware and technical incidents.
• Assume ownership of, update, and resolve tickets assigned individually or within a group queue.
• Serve as direct point-of-contact for customers seeking technical assistance, in-person.
• Ensure accurate inventory of devices and their assignment to users through detailed documentation in the ticketing system.
• Assist customers with installing new software packages, based on licensing requirements.
• Collaborate, coordinate, and communicate with IT service owners on the resolution of complex issues.
• Provide accurate information about IT products or services and their availability.
• Follow-up and update customers on the status of their requests.
• Provide Tier-1 A/V hardware troubleshooting and on-site connection/presentation support as requested.
• Perform all other duties as assigned.

Requirements

• High school diploma or equivalent, technical school or technical courses in computer repair a plus and may partially substitute for experience.
• Minimum 1-year related experience.
• Basic knowledge of computer hardware and operating systems.
• Well-organized and good communication skills, both written and verbal.
• Ability to lift moderately-sized computer equipment.
• Available for mandatory after-hours/weekend support tasks as assigned.
• A+ Certification.

Preferred

• Knowledge of Apple products.
• Technical school or technical courses in Computer Repair.
• Experience with ServiceNow and SCCM.

This is a 6+ month Contract opportunity with our Kansas City, MO client. 100% Paid employee Medical/Dental Benefits, Paid time off, Paid Holidays, and 401(k) (with immediately-vested company match) available with TriCom during the contract period. H1-B Visa sponsorship is not available for this position. No third-parties, please.

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