What are the responsibilities and job description for the Technician - Service Desk Technician position at ICONMA?
Our Client, a Mattress Manufacturing company, is looking for a Technician - Service Desk Technician for their Doraville, GA location.
Responsibilities :
- Responsible for providing day-to-day end-user technical support for all Client associates and partners.
- Provides a high-level of support to ensures tickets, calls and emails are clearly documented & tracked, dispatch third-party vendors, follow up on unresolved tickets, place calls and send emails, identifies trends of incoming issues for appropriate escalation.
- Provide technical support and service of desktop systems and software, including PC, laptops, MAC, printers, VOIP and digital phones, mobile devices, user account administration and remote connectivity
- Act as Technical Support Services point of contact for remote office locations
- Work with vendors to troubleshoot and resolve hardware and software issues
- Provide friendly, courteous and helpful service to all customers
- Work closely with team members to ensure that service and trouble requests are addressed in a manner that meets service level agreements and business goals and objectives
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to queries by phone, email or through the ticketing system.
- Remotely install, modify, and repair IT hardware and software.
- Resolve technical problems with networks and other systems.
- Follow up with customers to ensure issues have been resolved.
- Meet and exceed team performance metrics.
- Citrix environment management : Troubleshooting issues related to Citrix and ScrewDriver.
- Account deprovisioning : Managing user account deprovisioning and reactivation processes.
- Printer troubleshooting : Addressing printer issues, including delayed printing and driver installations.
- Microsoft product support : Handling issues related to Microsoft product sign-ins and access errors.
Requirements :
Why Should You Apply?
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
