Duration: 6 months, possibility of extension
Job Description:
- The technician provides hands-on technical support for end users at the Tolleson, Arizona site.
- This role focuses on diagnosing, troubleshooting, and resolving hardware, software, and infrastructure-related issues in a fast-paced, production environment.
- The ideal candidate brings strong customer service, solid technical knowledge, and the ability to work independently while collaborating with cross-functional IT teams.
Key Responsibilities
- Provide on-site support for desktops, laptops, printers, mobile devices, IP phones, and conference room equipment
- Troubleshoot and resolve hardware, software, and network connectivity issues
- Perform Active Directory administration tasks
- Support Windows 11 and Microsoft 365 environments
- Provide limited support for corporate mobile devices
- Troubleshoot Cisco VPN and Citrix issues
- Provide remote support using tools such as LogMeIn
- Perform device imaging and deployment (USB/PXE)
- Maintain asset inventory and documentation
- Support printer and IP telephony systems
- Coordinate hardware ordering and deployment
- Manage and update tickets in ServiceNow
- Assist with IT projects and Smart Hands support
Required Education
- Associate’s Degree in IT or relevant field
Required Qualifications
- 1+ year of hardware support experience
- 1+ year of in-person, customer-facing IT support experience
- Strong troubleshooting and communication skills
Preferred Experience
- Manage incoming requests through a ticketing system among the team
- Experience using ServiceNow to manage assigned tickets
Preferred Certifications
- CompTIA ITF+
- CompTIA A+
- CompTIA Network+
- CompTIA Server+
- CompTIA Cloud+
- CompTIA Mobility+
Physical Requirements
- Ability to lift and move equipment up to 40 pounds
Performance Expectations
- Performance is measured through key performance indicators (KPIs), SLA adherence, customer service quality, and priority matrix compliance.
- Deliver excellent customer service.
- Adhere to all service management principles, processes, and guidelines.
- Interact professionally with customers, peers, managers, and SMEs.
- Take ownership of follow-ups and communicate progress consistently.
- Demonstrate strong communication, technical knowledge, organization, and multitasking skills.
- Provide timely and effective resolution and fulfillment of requests.