Desktop support technician

Position : Desktop support technician

Location: Great Falls, MT.

Duration : Contract

JOB DESCRIPTION:

For Desktop support technician:

• Minimum of 2 years’ technical experience in providing Field Support which includes:

• PC hardware repair (Dell/HP)

• Windows system support

• OS X Support (10% of techs should have this skill)

• Software installation/troubleshooting

• Performing Tech Refresh

• Mobile device support (iOS/iPhone/iPads) – excluding warranty hardware repair

• Networking

• Asset tracking

• Stock room management

• Basic support in Video conferencing equipment

• General Core Competencies to be considered when hiring:

• Customer focused – Customer is #1 Attitude

• Personal accountability for results

• Detail oriented

• Strong analytical and troubleshooting skills

• High integrity

• A minimum of two confirmed references is preferred.

• The following educational/technical certifications are preferred:

• Technical degree (i.e. Associates, Bachelors, etc.) or equivalent in years of experience in Field Support

• Dell/HP hardware certifications

• Technical certifications (e.g. A+, MCDST, MCP, MCSA, etc.).

• Candidate has a professional appearance (i.e. grooming, clothing, etc.).

• Roles and Responsibilities:

• Desk Side Engineer

• Accurately test, identify, repair, resolve and document end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys and basic printer support.

• Anthem owned equipment

• Apple support – Smart hands and feet, also coordination w Anthem Apple team.

• Questions about nonstandard equipment should be brought to HCL management’s attention

• Troubleshoot and resolve software issues. Ability to install, configure, reconfigure or reinstall software including remote support

• Update the tickets in ITSM & work on tickets within the defined service levels

• Appropriate notes required

• HOLD reason notes required

• Missed schedule date notes required

• Ticket transfer reason notes required

• Identify tickets that should be project and provide info to the Project Management team

• Update TAMIT (SNOW) Asset Database for each hardware interaction.

• While at an associates desk, check other assets at the desk and update asset database

• 100% compliance required

• Asset salvage runs scheduled by the Stockroom Tech/FST.

• Reimaging computers/hard drives in accordance with customer standards

All your information will be kept confidential according to EEO guidelines.