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Desktop Support Technician - Win10, O365
Ref No.: 19-03172
Location: Melville, New York
At eXcell, you’re more than just a number. Our employee relationship managers support you throughout your engagement, provide career guidance and reemployment assistance. Join eXcell!
 
* * * Contract to Hire Opportunity * * * 
  
In order to deliver our exceptional services, we need a team of dedicated and enthusiastic, hard-working, and customer service-oriented technicians! That’s where you come in!
 
You will be expected to deliver exceptional customer service as the face of the company. You will be responsible for interacting and servicing our clients with any technical problem they are experiencing. Be helpful, relatable, and pleasant while diagnosing and fixing their problems.


Work schedule may be any of the following: 7am-3:30pm, 11:30am-8:00pm, 9:00am-5:00pm.
 
Overview:
  • Solve a broad range of day-to-day onsite technical issues on network infrastructure and internal desktop systems – you make it happen
  • Be helpful and understanding – provide the support you would want!
  • Customize the customer experience for every individual – all communication, instructions, and product knowledge to the level of the individual
  • Determine the most cost-effective repair to minimize customer downtime
  • Be proactive! Prepare reports for analysis of product failure trends and service issues
In short, you service our customers with whatever technical issues they may have in the most pleasant way possible!
  
As a Desktop Support Technician, you’ll play a crucial role in supporting our customers and proactively identifying their needs. You’ll work to create the ideal experience that any customer would seek to encounter. For many of our customers, technology problems can be frustrating but easily solved by educating them. Your patience is a virtue! You’ll be the face of our operation and the go-to for what makes our company run – our customers.
 
Tasks to include:
  • Supporting Windows 10
  • Microsoft Office O365 support
  • Remote access
  • Imaging
  • Receiving work from ServiceNow ticketing system
  • Break-fix support such as changing system boards, HDDs, laptop LCDs, etc.
  • IMAC – receiving equipment, unboxing, and deploying (setup, breakdown)
  • Shipping and tracking equipment to remote users and tracking returns, documenting everything in the ticket
Qualifications:
  • 3-5 years of related work experience which must include PC and laptop support, Windows 10 and MS Office O365
  • A+ certification or ability to obtain within first 6 weeks of employment
  • Solid experience and understanding of IT services and products
  • Good troubleshooting skills in both hardware and software
  • Must be detailed and process-oriented, able to work independently following detailed steps and to document troubleshooting steps taken and maintain daily ticket status
  • Enthusiastic about technology and willing to learn and stay on the cutting edge
  • Relatable and responsible when interacting with ALL customers
  • Ability to transform technical IT solutions lingo into terms everyone understands
  • Impeccable follow-through to customer satisfaction
  • Insatiable desire for knowledge, independence, and success
  • Not intimidated by problems you’ve never seen before – confidence is key!
  • Hungry to work hard and hungry to grow your career!
Help us grow our legacy. We’re transforming the way all businesses get IT services. Our client’s tech problems are no longer theirs, the ownership lies with us.

We innovate everything. We connect everyone. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.


 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.