Provide technical expertise and to troubleshoot, diagnose, and repair major brands (primarily Dell and HP) of computers, laptops, printers, and other peripherals.
Perform standard diagnostic software and test operating systems and components.
Plan and schedule repairs; order and install return parts and complete the appropriate documentation.
Provide Tier 1 (Help Desk) and Tier 2 (escalation) problem identification, diagnosis and resolution. Provide support for the escalation and communication of status to agency management and internal customers.
Work in conjunction with the customer, coordinate with all responsible users and sites to meet deadlines, work independently, and provide top-notch customer service to clients.
Interact with customers, and with a positive attitude, present our client?s and its services, solutions and products.
Assimilate and train new hardware personnel, as needed, to the customer?s environment.
Knowledge, Skills and Abilities
A+ Certification; Dell-Certified Technician.
6+ years of experience in networked PCs, laptops and printers installation, configuration, upgrade and problem resolution; Knowledge of PC, Windows XP.
Able to demonstrate technical competence and a proven track record of technical accomplishments in the hardware repair field; must be entrepreneurial with demonstrated ability to achieve established goals in an innovative and fast-paced environment.
Have a good driving record and able to travel to customer sites in and around assigned territory.
Have strong communications skills, oral and written, and excellent interpersonal skills coupled with a professional appearance.
Able to train new temporary and permanent field technicians on company policies and procedures.
Work independently and be able to frequently lift 50 pounds.
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