About Client:
Client is a telecommunications company that offers high-speed internet, fibre, voice, phone, and TV services for both residential and small business customers. It is dedicated to empowering people through technology, both at home and at work. Through its extensive global fibre network, it provides secure and reliable services to meet the growing digital demands of businesses and consumers.
Rate Range: $25-$30/Hr.
Job Description:
- Provides advanced support to end-users for PC hardware, operating systems, software applications, peripherals, Installations and device imaging.
- Responds to, diagnose and troubleshoot problems through discussion with users, to restore service and/or identify and correct problems.
- Daily operational requirements include excellent communications and customer service skills.
- Position requires individual to closely interact with end users diplomatically and technically.
- Work hours and days to be established by contract requirements.
- Overtime and after hour on call will be required for this position as necessary for after hour support.
Responsibilities:
Day to Day Operation Skills:
- Provides on-site service support, installation, configuration and problem resolution in PC /Network environments.
- Provides advanced degree of technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
- Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
- Act as the primary provider of technical support to desktop and laptop computer users for hardware, OS, and application issues for all end users including Executive Level customers.
- Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
- Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
- Ability to work independently with minimal supervision
- Good understanding of OS; Windows 10 and 11 issues
- Experience providing Imaging of Laptops and Desktop PC’s
- Experience performing installations, moves, software and hardware adds and changes to end users IT equipment.
- Experience in end user support using remote support tools
- Experience supporting VIP and executive staff
- Ability to update device bios or drivers
- Ability to effectively research issues encountered and effectively resolve
- Ability to interact with resolver groups to diagnose and resolve problems when possible.
- Ability to document process and procedures for self-help and for informational troubleshooting for other resolver groups
- Ability to perform end users adds, changes, deletions and password resets in Active Directory
- Ability to support end user mobile smart devices i.e.: Apple iPad, Apple iPhones, Android, Tablets
- Experience with installation and support of Network Devices i.e.: routers, switches, wireless access points.
Technical Knowledge:
- Windows 10 and 11
- Office 2007, 2010 and Office 365
- Hardware diagnosing and repair of PC, laptop devices, printers
- Networking – TCP/IP, Remote Connectivity VPN, Wireless network support
- Windows Server (recommended)
- Apple Macintosh support experience (optional)
Skill/Ability Knowledge:
- Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues. Must be a proficient user of personal computer tools for word processing, decision support and communication. Must be skilled in problem solving techniques and repair.
- Experience utilizing remote support tools for end user support; diagnostic and repair
- Ability to troubleshoot, configure end user mobile devices i.e.: Smart Devices, iPad, iPhone, Tablets, Android devices
- Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions.
- Ability to manage multiple priorities.
- Ability to quickly and proactively gain an understanding of the client’s business problems and deliver solutions and recommendations to solve.
- Executive Support experience a must – must have excellent communication skills.
- Experience: 5+ years providing end user Desk side computer support with focus in two or more of the following areas: Desktop software (MS Excel, MS Word, MS Access, MS PowerPoint, Communication protocols TCP/IP, Desktop hardware (PCs, printers, device drivers), Microsoft Office 2007 /2010 / 365.
Minimum Requirements:
- 5+ years’ experience providing Deskside support to end users
- Associates Degree / Technical School graduate or equivalent Military experience considered
- Excellent Customer Service Skills
- Proactive approach to customer service
- Ability to diagnose, troubleshoot and resolve PC Laptop and Desktop hardware and application issues
- Experience in providing end user support utilizing remote management tools
- Ability to support end user mobile smart devices
- Ability to perform installation, move add and changes to end user desktop environment
- Ability to diagnose, troubleshoot and resolve end user network connectivity issues
- Excellent communication skills both written and verbal.
- Ability to work independently prioritizing daily operational objectives for support
Preferred Requirements:
- Active Directory experience
- Windows 10 and 11
- Office 2010, 365
- Image creation and management
- Experience using Intune/Autopilot
- Ticket / Queue management
- ITIL Foundation
- Apple MAC OS and HW support.
About ApTask:
ApTask is a dynamic workforce management solutions company dedicated to helping professionals excel in their careers. With a focus on IT, project management, and strategic consulting roles, ApTask offers tailored opportunities that align with your aspirations. Join our thriving community of skilled professionals and unlock your potential to make a meaningful impact. Discover exciting career prospects with ApTask today at www.aptask.com.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
ApTask is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Desired Skills and Experience
DESKTOP
