Computer Hardware Specialist

About Menlo

At Menlo, we are seeking a skilled Computer Hardware Specialist to join our team. As an IT Field Support Technician, you will be responsible for the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.

Key Responsibilities

• Assist with the deployment of computer hardware, software, and peripherals at client locations.
• Effectively diagnose and troubleshoot malfunctioning computer or network devices, equipment, and systems.
• Analyze service request data for trends and recommend process improvements for the ticketing system.
• Document all pertinent user identification information, including name, department, contact information, nature of problem or issue, computer name, resolution, etc.
• Attend team meetings and collaborate with peers to resolve issues on initial contact.
• Build rapport and elicit problem details from customers; prioritize and escalate problems as appropriate.
• Actively monitor and report compliance with customer service level agreements.
• Ship and receive broken devices for repair.
• Perform other duties as assigned.

Requirements

• 3 years of related IT experience.
• Experience maintaining working components through repair or replacement.
• Ability to assist customers and staff with hardware and software challenges.
• Excellent customer service and interpersonal skills.
• Able to manage time effectively and work efficiently, both with and without direct supervision.
• Exceptional analytical and troubleshooting skills.
• Excellent judgment skills to properly evaluate situations and immediately provide effective solutions.
• Great attention to detail, organizational skills, and ability to prioritize and manage multiple simultaneous tasks.
• Exceptional interpersonal skills; able to communicate technical information to non-technical users effectively.
• Must have a valid driver's license and a dependable vehicle.
• High school diploma or equivalent.