Position: IT Technician

Location: Roanoke, VA, 24017

Duration: 6 Months

Job Type: Contract

Work Type: Hybrid

Pay Rate: $25.00-28.00/ Hourly

Overview :

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is a company that specializes in global climate technologies. It operates in the Climate segment that delivers energy efficient products and energy services. The company offers the client and American Standard Heating & Air Conditioning which provides heating, ventilation, and air conditioning (HVAC) systems, and commercial and residential building services, parts, support, and controls; energy services and building automation.

Job Description:

Summary:

• Provide prompt and accurate technical support, ensuring a high level of customer satisfaction and adherence to Service Level Agreements (SLAs).

Certifications to include

• A+, Security +, Net+, Microsoft, and Dell (certain certifications will be required within a certain timeframe of employment) – preferred.
• 2-4 years of experience providing customer support for Windows XP and MS Outlook in a networked environment, including experience performing computer hardware, software, break/fix, and troubleshooting.
• 3+ years of experience supporting MS Office products (or other shrink-wrap software applications) including experience using a commercial trouble ticketing system (such as Remedy) and the ability to track and document actions taken.

Skills and Competencies:

• Ability to demonstrate outstanding customer service skills.
• Strong oral and written communications skills.
• Ability to demonstrate strong interpersonal skills and the ability to work independently with minimal supervision.
• Ability to diagnose and troubleshoot workstation, application, peripheral, TCP/IP, and/or printer problems.
• Ability to demonstrate strong organizational skills and the ability to follow documentation procedures.
• Must be able to lift and carry computers (approximately 50 lbs.), crawl into tight spaces (such as under desks), and climb ladders as needed to install computers.

Major Job Duties:

• Perform desk-side Windows XP workstation support in a networked office environment.
• Supporting or performing MS Office and Outlook configuration and troubleshooting; software installation and configuration; new user set up; printer and network file share configuration and troubleshooting; peripheral installation, configuration and troubleshooting; and computer/user moves, adds, and changes.
• Responsible for reviewing trouble ticket queues, documenting support and diagnostic activities, escalating problems as required.
• Accurately and effectively resolving and closing assigned trouble tickets in accordance with SLA requirements.

Education/Experience:

• Bachelor’s degree in related technical field or equivalent education/experience.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.