Computer Support Technician
Distributed Systems Services, Inc. - Wyomissing, PA

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Provide timely and accurate technical support to internal employees and client employees; answer questions or resolve computer problems for clients in person, via telephone, or from remote location. Provide assistance concerning the use of computer hardware/software and related systems and services, including printing, installation, word processing, electronic mail, and operating systems.
Responsibilities/Duties
1. Service Delivery
1.1. Monitor and respond to assigned incident management queues promptly and document all research, troubleshooting and resolutions accurately
1.2. Research, troubleshoot and resolve incidents in a timely manner and according to DSS and client specific policies and standards
1.3. Provide accurate and creative solutions to user problems of a complex nature to ensure users are quickly restored to productivity
1.4. Perform daily follow up on all assigned open incidents
1.5. May Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
1.6. Train users in the proper user of hardware and software
1.7. Acquire and maintain current knowledge of relevant hardware, software and systems in order to provide technically accurate solutions to users
2. Process Improvement
2.1. Acquire and maintain a working knowledge of ITIL Incident and Change Management functions
2.2. Develop, document and communicate procedures to resolve user problems
2.3. Participate in internal and client projects as required
2.4. Recommend new processes/procedures or changes to existing ones to enhance the quality of service delivered to internal and client users
3. Communication
3.1. Identify, research and resolve the root cause of incidents to ensure they do not recur and to resolve before other users are affected
3.2. Monitor DSS corporate email and any client email regularly to maintain current knowledge of operations
3.3. Attend staff and client meetings as required
4. Miscellaneous
4.1. Participate in mandatory on-call rotation as required
Follow all applicable Incident and Change Management processes and procedures to ensure the accuracy and integrity of the solutions delivered
Qualifications
· Minimum of 2 years experience in hardware support & maintenance
· Excellent troubleshooting skills
· Strong understanding of Microsoft operating systems
· Able to identify when something is wrong or is likely to go wrong
· Excellent communication skills
· Highly self-motivated and independent
· Ability to multi-task and work with minimal supervision
· Must maintain current technical understanding of technology within discipline

Distributed Systems Services, Inc. - 17 months ago - save job - copy to clipboard - block
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