Roles & Responsibilities

Performs activities associated with installing, maintaining, and servicing computer-related products, including but not limited to desktop and laptop computers, printers, network devices, iPhones, iPads, and standard software at customer sites, Infrastructure Managed Services (IMS) environments, and/or depot locations. May be directed by the Help Desk, Service Desk, or scripts using standard methods, techniques, and tools. Assignments range in complexity from basic troubleshooting and repair to more difficult device repair.

Key Responsibilities

1. PLS support for calls such as Dell Client.
2. Transformation Services calls, including installing and servicing PCs, iPhones, iPads, PC peripherals, and/or electronic equipment.
3. Takes service calls and performs incident-specific activities as directed by the Help Desk, Service Desk, or script. Updates activities in ServiceNow.
4. Performs routine installs, moves, adds, and changes as part of a directed team, including:
   • Complex desktop and laptop break/fix work.
   • Whole-unit replacement.
   • Simple desktop printer fixes.
   • Software loading using scripts.
5. Performs scripted image loading, unit diagnostics, and replaceable unit swapping.
6. Performs simple troubleshooting by running basic diagnostics and carrying out basic module replacement on PCs, servers, and peripherals.
7. Performs preventive maintenance activities on designated products as directed.
8. Maintains a high degree of professionalism in actions, demeanor, and dress.
9. Ensures customer satisfaction throughout the service delivery process.
10. Maintains and audits stock inventory.
11. Ensures client-specific Service Level Agreements (SLAs) are met and that incident and request tickets are updated accordingly within the ticketing system.
12. Ensures customer satisfaction throughout the service delivery transaction.
    
    

Key Qualifications

1. A+ certification or equivalent.
2. OEM certifications (Dell, Lenovo, Apple, etc.), as required. General knowledge of desktop hardware and software, including working knowledge of Microsoft applications.
3. Basic troubleshooting and repair capabilities.
4. Ability to test PCs, servers, and associated peripherals.
5. Ability to resolve very basic/non-complex problems as required.
6. Basic mechanical skills and understanding of Electrostatic Discharge (ESD) procedures.
7. Electronics training equivalent to at least one year at a technical institute, polytechnic, and/or military technical school.
8. Jamf Pro Certification.