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IT Support Technician (138 views)

Forsyth, GA (Onsite)
June 9, 2022

*****Direct Client Requirement*****

Title                                    : IT Support Technician

Location                             : Forsyth, GA (Onsite)

Rate                                    : DOE /If your experience and skills match call us immediately for submission

Duration                             :12 Months

Interview Type                  : Either Web Cam or In Person

Job Type                           : C2C, C2H,W2

Experience                        : 2 Years

Job Description               :

  • Under direct supervision, provides management information system user support on a continuing basis either by phone or site visit. Troubleshoots end-user problems.

Description

  • The Georgia Department of Corrections (GDC) protects the public by operating safe and secure facilities through the development of professional staff and effective offender management. GDC is seeking a Technical Support/GETS Administrator to ensure that proper technology operations so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Responsibilities

Strategy & Planning

  • Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
  • Alert management to emerging trends in incidents.

Acquisition & Deployment

  • Deploy pre-packaged software as needed using automated deployment tools.
  • Assist in software releases and rollouts according to change management best practices.

Operational Management

  • Assisting in providing technical support when request volumes are high.
  • Act as an escalation point for advanced or difficult help requests.
  • Build rapport with GDC customers.
  • Escalate incidents with accurate documentation to GETS technician or vendor, when required.
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledgebase as needed.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
  • Install antivirus software and ensure virus definitions are up to date Microsoft Surface devices.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups with GDC customers as required.
  • Develop help sheets and FAQ lists for end users.
  • Contribute to technician knowledgebase and training as needed.
  • Reinforce SLAs to manage end-user expectations.
  • Provide suggestions for continual improvement.

Position Requirements

Formal Education

  • High School diploma or GED AND training and experience necessary to independently provide technical support to users.

Knowledge & Experience

  • Knowledge of advanced computer hardware, including laptops, desktops, MAC’s, printers, copiers, and

  Microsoft Surface devices.

  • Experience with desktop operating systems.
  • Experience in enterprise level asset management using ServiceNow.
  • Extensive application support experience with Office 365, Windows, MAC, and Chromebooks.
  • Knowledge of wireless device support.
  • Working knowledge of a range of diagnostic utilities.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
  • Strong documentation skills.

Personal Attributes

  • Ability to conduct research into a wide range of computing issues is required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly, business-friendly, and technical language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment

Required / Desired Skills

  • Knowledge of advanced computer hardware, including laptops, desktops, MAC’s, printers, copiers, and Microsoft Surface devices.
    Required 2 Years
  • Experience with desktop operating systems.
    Required 2 Years
  • Experience in enterprise level asset management using ServiceNow.
    Required 2 Years
  • Extensive application support experience with Office 365, Windows, MAC, and Chromebooks.
    Required 2 Years

*******Referral Bonus Available: Refer your friends or colleagues, get referral bonus*******

Thanks 

Siva 

Siva@sohanit.com 

PH: 470-480-2412 EX 103 

Apply here or please send to resumes@sohanit.com 

Follow us on LinkedIn and Twitter for daily active requirements 

LinkedIn: https://www.linkedin.com/company/sohanit-inc/?viewAsMember=true 

Twitter: https://twitter.com/SohanITInc1 

Position Keywords: ServiceNow, MS Office, MS Office 365, MS Windows, Microsoft Surface, Chromebooks

Pay Rate: DOE /If your experience and skills match call us immediately for submission

Job Duration: 12 Months

% Travel Required: None

Job Posted by: Consulting Services

Job ID: 2022-144

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