Technical Support Technician - Configuration Services Cdw
Eatontown, NJ

Job Description

The Desktop Technicians take incoming calls/e-mails from cases generated by the Technical Routing Center. They are responsible for troubleshooting, solving customer problems, and properly following up with customers.

Key Areas of Responsibility

* Assist customers with technically sound solutions for their problems via phone, e-mail, fax, and E-share


* Provide excellent customer service on all support calls


* Update cases daily and ensure all cases meet call back guidelines


* Utilize all given resources to resolve customer problems


* Accept cases within the time limit determined by management


* Meet departmental productivity guidelines


* Implement and administer any desktop operating system in a network environment.



Responsibilities

* Perform Routing Agent essential functions


* Create CSR's and RMA's when necessary


* Stay current with the certifications needed to perform their job functions.


* Pull and push 21 to 50 pounds of force occasionally (0-33% of the workday), and/or 10 to 20 pounds of force frequently (0-66% of the workday); and lift up to 50 pounds on a less then occasional basis (0-10% of the workday)


* Stand and/or walk in combination for the duration of the workday



Qualifications

Minimum Qualifications

* Hold A+ and Network+ certifications or other technical certifications related to role


* Two-year experience in hardware and software



Other Required Qualifications

* Strong verbal and written communication skills


* Strong problem solving and analytical skills


* Ability to multitask effectively


* In-depth knowledge of IBM, PC and Apple computers, printers, monitors, software and basic networking


* Complete Microsoft Certified Desktop Support Technician (MCDST) certification or equivalent within three months in role


* Complete Apple Certified Help Desk Specialist (ACHDS) certification or equivalent within six months in role


* Must be able to work in other positions within Internal Services



Preferred Qualifications

* Current Microsoft Certified Desktop Support Technician (MCDST) certification or equivalent preferred


* Current ACHDS (Apple Certified Help Desk Specialist) certification or equivalent preferred


* Previous experience in computer configuration and repair center environment preferred