Service/Desktop Support Technician

Role: ServicePoint has an immediate need for a Service Technician to assist on a 6 month possible temp to hire opportunity located in Cincinnati OH.

This will be working 8-5 Monday-Friday and is 100% onsite. There will be as needed minor travel to other locations in Cincinnati and at times some off hours work that will be required. This will be both hands on and remote troubleshooting support of internal and external users. The individual chosen will perform Break-Fix work when needed and will also be performing imaging on both desktops and laptops.

The responsibilities of this position are as follows:

• Ticket queue managements – Technicians are expected to manage their ticket queue and coordinate work accordingly, and close tickets on a timely manner with proper notes.
• Ticket notation – Technicians are expected to note their tickets utilizing the note template provided.
• Ticket Assignment – IF a ticket needs re-assignment, technicians are to enter notes accordingly and/or reason for re-assignment.
• Escalation – Technicians are to use escalation paths set by the client
• Stockroom Repair – Technicians are responsible for the Stockroom Repair service level agreement (SLA). Repairs are completed once the machine is in full operational order and has a valid base image.
• Asset Management – Technicians are responsible for following Asset Management protocols and deliverables. Failure to comply will result in client penalties and performance evaluations.
• Updating Asset – Asset dispositions are to be updated the day the equipment is being processed.
• Data Certification – Technicians will complete data certifications and any discrepancies will be reviewed and will apply actions to mitigate discrepancies and the reason for such discrepancies.
• Parts Ordering – Technicians are responsible for ordering parts and return of warranty parts accordingly. Failure to return parts on time will result in performance evaluation.
• Disposal – Technicians are responsible for coordinating and providing accurate data of disposal items.

Qualifications:

• 3 years’ experience working in the IT field
• 3 years’ experience troubleshooting users in a windows based environment specifically Windows 10 and above
• Must have hardware troubleshooting/imaging background (SCCM) on desktops and laptops
• Experience in hardware repair on laptop and desktop units including batteries, screen repair and motherboards.
• Some help desk ticketing systems background required with ServiceNow being highly preferred.
• Must have reliable transportation
• Must have excellent communication and customer services skills.
• Ability to work independently.
• SCORCH experience.
• Ability to lift 50 pounds.