What are the responsibilities and job description for the PC Configuration and Installation tech position at Bickham Services Unlimited, LLC?
Location: Onsite; Houston, TX
EXPECTED HOURS: 8:00am - 5:00pm (30 min lunch) there will be oncall hours as well.
EXPECTED LENGTH OF ASSIGNMENT: 12 month contract to hire
ESSENTIAL SKILLS REQUIRED:
- Acts as first line of communication and support for all software, hardware, and telephone-related issues.
- Assists end-users with creating service requests (Cherwell) on desktop computers, and network-related problems or escalates to appropriate IT staff where necessary.
- Follow up on open service requests (Cherwell) previously assigned and make inquiries on the unacknowledged and incomplete tickets within the allowed time for each task.
- Upgrades and installs new computers and repairs / reimages existing computers on the HCTRA domain.
- Ability to troubleshoot equipment such as computers, printers, scanners, telephones, etc.
- Knowledge of network configuration.
- Knowledge of software installation.
- Follow inventory protocols for tracking all equipment
Assists in support of user accounts including but not limited to audit, security, violation enforcement, tag store operations, and telephones. - Technical knowledge including identifying hardware or software solutions to PoE for Physical Phones or Network connectivity for Softphones.
- Knowledge of Cisco Unified Call Manager, Cisco Certified Enterprise, and NICE call recording.
- Knowledge of Microsoft Intune
- Experience in working with both Android and iOS devices.
- Able to provide Application/Windows OS support, installation/configuration/patching, and data reporting. Lead and plan upgrades, software changes or implementations through SCCM
- Thorough understanding of data center technologies such as networking, data security, TCP/IP, DHCP, DNS and physical data center best practices to resolve interoperability problems.
- Perform general system administration duties in a Windows AD environment
- An understanding of cybersecurity principles and the ability to identify and respond to security threats effectively
- Performs other duties as required.
- Experience in multitasking in a fast-paced environment
- Experience in providing excellent customer service orientation.
- Experience in effectively communicating verbally and in writing.
- Experience in selecting and providing appropriate information to others.
- Experience in acting as a spokesperson for the Service Desk.
- Experience in working as a team member on group projects.
- Knowledge of the principles of determining the source of the problem while on the phone with customers regarding desktop, network systems, or applications
- Knowledge of basic research techniques and applications using Google or Bing.
- Knowledge of Microsoft applications software.
- Working knowledge of Application Generator/ApplicationXtender document manager.
- Motivation to start working on a ticket, task, or project without needing to be told.
Supervisory Responsibilities:
- N/A
Qualifications, Knowledge, Skills and Abilities:
Education:
- High School Diploma or GED, required
License/Certifications:
- Any IT-related certifications, preferred
Language:
- N/A
Other Knowledge, Skills & Abilities
- Exposure to help desk processes and procedures with knowledge of service desk management tools
- Ability to plan, organize, and coordinate work assignments for contractors
- Ability to establish and maintain effective working relationships with others
- Able to select and provide appropriate information to others
- Able to establish and maintain effective working relationships with others
- High degree of professionalism, attentiveness, and communication excellence (both verbal and written)
- Strong analytical and problem-solving skills; ability to remain calm under pressure
- Ability to work independently and within a team environment
