Hybrid Win 11 Deployment Technician bei Pomeroy

Responsibilities:

Perform device refresh including imaging and configuration for PCs or laptops.

On-site installation and coordination with onsite teams in alignment with company security protocols.

Respond to end-users' inquiries regarding technology issues providing onsite and remote support for users going through the migration.

Includes incident recognition, research, isolation and troubleshooting steps for issues. Use ticketing system to open and track incidents.

Provide training/presentations to end-users on a regular basis on various aspects of technology and its application in the company.

Work to identify and triage an issue, working to resolve the issue with the End User utilizing available Knowledge Articles and information provided.

Manage end user expectations and satisfaction throughout the process.

Escalate for assistance with issues not addressable by the Technician

Qualifications:

1+ years IT Support with the ability to communicate effectively with the end user, triage and diagnose a problem, resolve issues utilizing their skills and the Knowledgebase.

Provide a high level of technical support and customer service to the end-user over the phone and in person.

Provide timely resolutions to support requests to ensure personal goals are met.

Follows defined policies and procedures to manage workflow, including escalation of tickets, utilizes all available resources and tools to promptly and accurately identify resolutions.

Ability to Map network drives, restore printer and print drivers. Instruct end users on updates and changes to new Operating Systems.

Experience in user support, handling software and hardware issues.

Basic Troubleshooting of hardware/software issues.