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Our client is currently seeking a qualified IT Support Technician to join their team onsite in Warwick, RI and provide end‑user support.
Duties and Responsibilities
* Ensure proper day‑to‑day operation of technology applications and equipment by identifying, researching, and resolving technical problems.
* Provide deskside assistance to resolve technology issues and provide knowledge transfer to end users on a variety of computer‑related issues.
* Provide desktop support for laptops, docking stations and peripherals.
* Perform scheduled moves, installations, add, changes and cancellations, as well as other IMAC‑related tasks.
* Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness by resolving the issue or escalating and coordinating the efforts ofroscope Information Technology staff.
* Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalating issues not resolved at this level to management.
* Visualize ServiceNow (Supplier's dedicated technicians) or Supplier's ITSM System (Supplier's dispatch) where applicable for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow‑up work and/or calls receive appropriate attention.
* Ensure all tickets are resolved within the documented service levels.
* Interact with asset management, network services, software systems engineering, applications development, and/or printer maintenance services to restore service and/or identify and correct core problem.
* Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs.
* Provide technology refresh support as needed.
* Provide imaging, troubleshooting of laptop.
* Work with third‑party vendors for logging in issues, warranty cases and following up.
* IT asset ordering and related activities as assigned.
Skills and Qualifications
* Minimum 3+ years of experience with end user support and desktop support.
* Minimum 3+ years of experience with Windows operating system, local/network installation, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, and/or Admin Commands.
* Software break/fix experience preferred.
* Possess excellent presentation and communication skills.
* Able to work on foot for up to 8 hours per day and lift items Alm model.
* A+ Certification required or obtained within 90 days.
* Dell repair certification is a plus.
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