Tech Lounge Specialist III

Job Title: Tech Lounge Specialist III

Location: 58 Charles St Boston MA 02141

Duration: 3 Months contract to hire

Shift timings: Monday Friday - 8 AM 5 PM EST.

Pay rate: $29/hr on w2

Job Description
Location is onsite at 58 Charles St, Cambridge, MA 02141

The Contractor Conversion Rate will be $29. Please set that expectation with the candidate.

Candidate must be able to accept conversion rate and the time of conversion of $29

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 processes, demos and training along with providing 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.

1.) Uses a Confident, Positive Attitude to deliver great customer experiences and to be invigorated by constant personal interaction. Candidates that demonstrate high energy are desired given fast pace environment.

2.) Candidate must have a deep understanding of diagnosing, troubleshooting, replacing PC/laptop hardware internal components (motherboard, hard drives, RAM, CPU), and understanding of troubleshooting PC software (Windows blue-screen, Outlook, connect network printers) as well.

3.) Working experience or strong understanding of enterprise technologies (Office 365, Win10 Professional, imaging, and ticketing systems.

4.) Soft Skills is a must for this role. Candidate must have the ability to work with strong personalities. Managing stress while being able to deescalate tense users is a key attribute.

5.) Dependability: both to get work done independently, and for attendance for availability to work scheduled hours. Trusted to work proactively is a key attribute given limited site IT Leadership.

Interviews will start immediately consisting of 2 rounds. Round 1 is a phone screen to gain insight into their background, skill set and qualifications. Round 2 will be a video conference with the client to ask more specific questions. Questions relating to the role including technical and scenario-based questions. After round 2 interviews are complete a candidate will be selected.