Support Technician II

Job Description

We have a position for a Support Technician II with one of our clients in Wilmington, OH for an initial contract duration of 2 months. No third party candidates considered for this position.

The Support Technician provisions and maintains end user computing devices (e.g. desktops, laptops, tablets, mobile phones, and peripheral devices such as printers, scanners, fax and copy equipment). The Support Technician installs and troubleshoots hardware, software, and network problems, escalating to the responsible area with accurate information, and providing technical guidance and oversight.

Hardware/Software Installation

• Responds to service requests regarding the installation of hardware and software for end user computing devices.
• Carries out the hardware procurement process.
• Delivers, relocates and disposes of hardware.
• Provides basic user training on equipment.
• Maintains documentation of physical assets in configuration and asset management records.

Preventive Maintenance

Performs preventative maintenance on all electronic devices and peripheral equipment.

Incident Management

• Performs 2nd level support; troubleshooting and resolving hardware and software issues for desktops, laptops, tablets, mobile phones, and peripheral devices.
• Performs research and develops solutions for hardware and software issues.
• Updates incident records and knowledge base with appropriate and timely information.

Problem Management

• Recommends solutions, resolve problems associated with incidents, and update problem records.
• Conducts root cause analysis.
• Submits requests for change records to remove errors.

Customer Service

• Updates customer with progress
• Provides services per SLAs.

Ability to:

• Provide technical expertise to enable the correct application of operational procedures.
• Contribute to the planning and implementation of maintenance and installation work.
• Implement agreed changes and maintenance routines.
• Identify operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures.
• Provide reports and proposals for improvement to specialists, users and managers.
• Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
• Ensure that such problems are fully documented within the relevant reporting system(s).
• Coordinate the implementation of agreed remedies and preventative measures.
• Analyze patterns and trends.
• Ensure that incidents and requests are handled according to agreed procedures.
• Ensure that documentation of the supported components is available and in an appropriate form for those providing support.
• Create and maintain support documentation.
• Act as the routine contact point.
• Assist with the development of and applies solutions to resolve or escalate clients’ service problems.
• Monitor client services function and collects performance data.