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Information Systems Tech B
Ref No.: 18-00361
Location: Rochester, New York
Position Type:Contract
Start Date / End Date: 01/17/2018 to 06/17/2018
#1410700
Information Systems Tech B
Rochester, NY (Jefferson Road)
1 Position
6 months; potential contract to hire
$20 - $30 hr.
M-F 8 to 5 or, 7 to 4

Job Description:
  • Install new systems and upgrades, both remotely over phone and desk side
  • Proficient with Computer hardware and Software troubleshooting.
  • Exhibits an understanding of engineering application configurations and integration with the desktop.
  • Field incoming calls from clients and answer questions, resolve issues, troubleshoot problems, and research to find the causes of issues
  • Follow the reported issue from start to finish, including escalation to development and programming when necessary Perform root-cause analysis on issues and make recommendations for corrective action
  • Track projects and tickets in issue tracking system, Remedy
  • Create white papers and other instructive materials for use by our clients and the internal team. Provide complete and timely feedback for all work, including but not limited to call logs, checklists, client correspondence, and escalation of any issue

Qualifications:
  • This position requires a minimum of an Associate's degree, Bachelors preferred
  • Knowledge and use of Microsoft Windows 7, XP and Remedy
  • Minimum 4 years of technical and customer service experience
  • Excellent problem solving skills are required.
  • Must have excellent listening skills and speak clearly and concisely and be easily understood.
  • Must be service oriented.
  • Must be able to travel locally and be able to carry light computer equipment.
  • Must have good writing and communication skills with the ability to document technical issues in a clear and effective manner with appropriate detail

Preferred:
  • Self-motivated, corporate business experience, technical assistance is desirable.
  • Consideration may be given to relevant professional level experience as an offset
  • Performance of duties with general supervision

Intake Call Notes:
This person will support end users with computer desktop support; repairing pcs and laptops, setting up new computers and printers, troubleshooting printer issues, providing video conference room support and training end users on how things work.

This is a Tier 2 or 3 support position. NOT a help desk position. This person will be hands-on working at various buildings in the surrounding area. This is a manufacturing floor so it's a fast-paced environment.

This person should come from a large corporate environment with support experience for multiple end-points. Someone who has support manufacturing would be good. They currently have about 1k people at this location.

They MUST have ticket que experience; they work with Remedy now but they are transitioning to ServiceNow in a couple of months.
Companies to source candidates from in the area might be EDS, Kodak or any high tech large organization. Again, NO ONE that sits on the help desk.

Team of 6 people.

This person MUST BE OPEN TO people. personable. Quick learner and knowledgeable about computers.

MUST be able and willing to relocate if offered a perm position.

Military background is a plus.