Job Details
**Description**
*Position at nFrastructure*
As a Desktop Support Specialist, you will be responsible for providing technical support for hardware and software issues as related to desktop technology within the field of patient care. This person will provide excellent customer service with a friendly and attentive attitude while handling multiple requests spanning a variety of technologies. The Desktop Support Technician will also upgrade, install and support all necessary hardware and software.
**Key Responsibilities**
The Desktop Support Specialist, will perform the following tasks:
* Deskside support of incidents and service requests:
+ Troubleshoot and remediate PC/peripheral/mobile device hardware and software issues and provide repair action for incidents.
+ Install, configure and support new hardware and software for service requests.
+ Document resolution to desktop issues, propose solutions to root cause problems.
+ Maintain hardware and software inventories.
+ Assist with project-based work as needed and as directed by leadership.
* Respond to incidents by phone or email customer in a timely manner. Additionally, provide written receipt of Incident and convey the expected technician arrival time.
* Update customers online ITSM (ServiceNow) ticketing system, inventory/asset management systems as required, and complete appropriate paperwork for customer acceptance.
* Support contract SLAs and manage workload to meet those SLAs.
* Demonstrate a high level of professionalism, interpersonal skills and team-oriented attitude.
* Demonstrate active listening skills with ability to act with sensitivity and empathize with customer's situation.
* Demonstrate compassion in a patient care environment in support of overall service provided to the customer.
* Document resolutions to desktop issues and propose solutions to root cause problems.
* Provide support for L2 & L3 issues. Learn and become knowledgeable of customer products and
* May be responsible for resolving more complex supports requests depending on experience.
* May provide coaching and mentorship to new team member overtime.
**We are se****eking candidates with the following experience and skills**
**EDUCATION:**
* Bachelors Degree preferred. Minimum of an Associates Degree or equivalent HS Diploma and at least 1 -2 year of experience with PC systems, related peripherals, common software programs and Operating Systems.
**REQUIREMENTS/EXPERIENCE**
* Strong PC hardware diagnostics skills. HP PC HW certified a plus.
* Highly skilled in the Break/fix solutions - (mainly HP).
* Strong knowledge of Windows 10, MS office suite & 0365
* Knowledge of Mac OS/Apple iOS.
* Some experience with Active Directory
* Well versed in remote take over tools in support of PCs, Network Printers as well as remote connectivity via VPN.
* Virus /Malware eradication skills through normal tools sets.
* Experience setting up printers, monitors and IT cabling.
* Ability to document processes and procedures.
* Independent and trustworthy
* Superior customer service and interpersonal skills
* Excellent oral and written communication skills.
* Candidate must be flexible to work staggered shifts, possible weekend coverage at times, and On Call hours (24x7).
* Ability to lift 50 lbs.
* Ability to move/transport equipment from building-to-building.
As a rapidly growing global provider of IT solutions, weve expanded from Seattle to Sydney and beyond with reach in over 80 countries around the world. Todays top brands count on Zones and our world-class partners Microsoft, Apple, Cisco, Dell, Lenovo, and more to transform their enterprises. To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification.
Zones nfrastructure, the Services Company of Zones, is a collaborative team of more than 700 technology architects, engineers, technicians, and specialists that designs, builds, and operates IT solutions. Our focus on insight, execution, and results has helped us become the First Choice for ITTM for many of todays top brands.
**Zones nfrastructure offers a comprehensive Benefits package**
While were committed to providing top-tier solutions, were just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.
At Zones, work is more than a job it's an exciting career immersed in an inventive, collaborative culture. If youre interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!