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Level 1 Desk Side Support/ OSS Technician
Ref No.: 18-38975
Location: Martinez, CA/Houston,DeerPark, TX/Geismar,Convent, Norco/LA, Texas
Position Type:Contract
Experience Level: 5 Years
Start Date: 05/14/2018
Level 1 Desk Side Support/ OSS Technician

Martinez, CA-3 openings
Houston, TX-9 openings
DeerPark, TX-6 openings
Geismar, LA-1 openings
Convent, LA-3 openings
Norco, LA-5 openings

Job description: Years of Experience required: 6 months and 4 years.
  • Provides local computer hardware and software support. Key Objectives and responsibilities include: help desk support/management, customer support on the desktop/laptop/network, customer service, national and local asset management, education and training of clients, compilation of records and reports related to production, machine malfunctioning, and maintenance.
  • Serves as a subject matter expert in one or more areas of technology or as a point person for a business area in the local office
  • Must be capable of setting proper task priorities, efficiently managing time
  • Good problem solving skills for on the spot resolution to customer concerns
  • Must be personable and professional
  • Strong customer service focus.
  • Strong verbal and written communication skills
Skill/Ability Knowledge:
  • Understanding of standards for technology implementation and customer service skills.
  • Responsible for resolving technical issues and implementation of standard technologies in the local market. May develops and shares best practices across the national network.
  • Receives work from and responds to service center tickets, walk-in or internal help requests.
  • Successfully troubleshoots and resolves or escalates problems in a timely manner while following consistent, standard approaches.
  • Complies with standard operating procedures and checklists in delivering quality solutions and service.
  • Documents all work, including research and resolution related to service requests, in call tracking system
  • May have responsibilities ensuring that the office/cluster/region is adhering to nationally established policies and procedures
  • Executes routine tasks and may be required to accept & resolve escalated support issues from other teams.
  • May serve on a national team to coordinate implementation of standard technologies (A/V, Asset management, etc.) or to serve as subject matter expert in the local office for a technology (Notes, network, etc.)
  • Participates in overall local office support team, substituting for other groups as necessary.
  • May perform asset management, network support, connectivity, telecom, project management, Market & regional work, procurement.
  • Productivity, initiative, professionalism, customer service attitude, attention to detail and quality, ability to multitask, team focus, strong interpersonal skills, strong verbal and written communication skills and adherence to firm and US IT standard operating procedures.
  • Strong skills utilizing Lotus Notes databases and Microsoft Office Suite .Understanding of technology/software relevant to team
  • Experience in PC support, remote communications, local area networking, PDA's
  • Windows XP, Windows 7 & 8 operating systems, software installation and configuration
  • Experience with Lotus Notes, MS Office , PC & Peripheral troubleshooting
  • Certifications such as A+, Network+, MCSE are helpful but not necessary