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Deskside Support Representative
Ref No.: 17-00457
Location: Orange, California
Position Type:Contract
Start Date / End Date: 01/13/2017 to 01/12/2018
Company: Artech Information Systems LLC 
Position: Deskside Support Representative
Location: Orange, CA
Duration:  1 year + possible extension up to 5 years
Job Reference Code: 17-00454
Job Description:
  • Requires a minimum of 5 years work experience in a business environment performing client-facing deskside support activities.
  • Must have good working knowledge on office 365
  • Perform highly complex Deskside services to include install, move, add, changes (IMAC), build, configuration, and software support on Buyer or Customer personal computer, plus Customer assistance with problem source identification and problem resolution at the Customers desktop or laptop.  Can work as technical focal for site or shift.  Includes consultation with support groups, such as LAN, Admin, Networking, etc.
  • Subject matter expert for Microsoft or Apple Operating Systems and Office Suite including common commercial of the shelf software applications as well as working with our global teams on company-wide / enterprise problems.
  • Identify and remediate potential SLA misses to account management team.  Take responsibility for Quality Management by participation in root cause analysis.
  • Has experience performing technical coordination for deskside critical situations until resolved (i.e. has performed critical situation response).
  • Demonstrated leadership and oversight for other technicians to ensure adherence to IBM processes and work instructions.  
  • Perform root cause analysis and implement preventive procedures.
  • Ability to complete complex assignments by leveraging available resources.
  • Technical skills and business acumen that can be used to provide dedicated VIP support or support to senior executives.
  • Provide highly complex IMAC and incident support using remote takeover tools.
  • Demonstrated success at negotiating among an array of parties including those from IBM, vendors of HW, SW, network carriers and the Customer at both the end user and executive levels to resolve complex and/or relatively obscure problems.
Shikhar Mathur
Technical Recruiter

Artech Information Systems LLC
360 Mt. Kemble Avenue, Suite 2000 | Morristown, NJ 07960
Office: 973.967.3424 | Fax: 973.998.2599
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