Deskside Support Technician
SAVVIS Inc. - Pittsburgh, PA

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Savvis, which merged with CenturyLink in July 2011, is an outsourcing provider of managed computing and network infrastructure for IT applications. By outsourcing to Savvis, enterprises can focus on their core business while Savvis ensures the quality of their IT infrastructure. Leading IT organizations around the world have selected Savvis to help them improve their service levels, reduce capital expense and deal with the rising costs of bandwidth, energy, real estate, staff and expertise. As a pioneer in utility computing, Savvis understands and harnesses the latest advances in technology such as virtualization, cloud computing and support process automation.

Under direct supervision, provides general services and preventative maintenance of various computer hardware and/or software products; resolves less complex computer equipment problems; performs installation, moves, changes or upgrades, and disposal of computer hardware and/or software products. Establishes and maintains effective customer relations and seeks to achieve a high level of customer satisfaction.

Position Objectives:
Provide technical support on customer’s standard core systems.

Diagnoses problems and determine the most effective repair/resolution to minimize customer downtown.

Respond to Service Tickets dispatched from the Service Desk.

Provides basic setup and simple routine configuration of computer equipment.

Resolve problems with computer operating systems and application configuration.

Performs installation of computer products and/or software.

Performs additional application installation and/or configuration according to standardized guidelines.

Performs hardware and/or software relocation, changes or upgrades.

Completes necessary administrative work to track, document, and demonstrate completion of maintenance calls and/or installation activities.

Participates and communicates effectively with team members.

Develops and maintains a high level of customer satisfaction and maintains customer relations.

Develops understanding of computer and/or software operating systems and application interaction.

Diagnoses and troubleshoots intermediate problems with computer operating systems and application configuration and resolves with minimal supervision.

. Other (Service/Quality, Safety, Language, Mathematical, Reasoning Skills)

Participates in Service/Quality Initiative; continually improves processes; quantitatively monitors processes. Uses the Core Values in work environment. Adheres to company/customer safety procedures.

Must be a team player, organized, self-motivated and able to prioritize; must have ability to work successfully with computers and software; must have outstanding people and communication skills for interaction with other team members, customers, and management; actively working toward A+ Certification.

Ability to: read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; write routine reports and correspondence; speak effectively before groups of customers or employees of organization; add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio, and percent and to draw and interpret bar graphs; solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

MINIMUM REQUIREMENTS FOR ELIGIBIILTY - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

PHYSICAL DEMANDS / WORK ENVIRONMENT - The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is frequently required to lift and/or move up to 50 pounds and occasionally move up to 50 pounds with assistance.

Required Skills

Required Skills:
Excellent interpersonal, oral and written communications skills

2+ years desk side experience working in a customer service environment

2+ years experience in troubleshooting issues on PCs, printers and operating Systems

1+ years of experience troubleshooting TCP/IP issues

1 + years of experience in Windows 7 a Plus, and Office 2010

Education or Equivalent Experience:
Associate’s degree (A.A.) or equivalent combination of education and experience.

CompTia A+ certification desired

HP / Compaq certifications desired

Microsoft MCP in Windows 7, Windows XP a plus

Required Experience