Software Guidance & Assistance, Inc., (SGA), is searching for an Desktop Support Technician for a CONTRACT assignment with one of our premier Healthcare Services clients in Overland Park, KS.
Responsibilities :
Support end users every day to ensure their technology is working as expected.
Serve as the first point of contact for our internal employees seeking technical assistance over the phone or by email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VPN, VOIP, MAC and Windows OS, Google Apps, O365, and more.
Manage hardware for the local office and remote staff, to include inventory, imaging of devices, ordering, restocking, and shipping.
Determine the best approach to providing a solution based on the issue and details provided, including walking the customer through the problem-solving process and solution
Assist with the employee onboarding process, including equipment procurement & imaging, as well as account provisioning
Administer SaaS products such as telephony systems, desktop management systems, mobile device systems, antivirus solutions, etc.
Identify and escalate priority issues as needed
Clear, professional communication skills, experience in communicating with users, and able to contribute to team discussions
Ability to physically move and install equipment including but not limited to desktop PCs, monitors, laptops, desks, etc.
Document all end-user support in a ticketing system
Manage time and tasks as assigned by manager
Required Skills:
3+ years of experience supporting desktop or laptop technical issues
Makes customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships
Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
Comfortable supporting resources over the phone and remote control of desktop support; ability to multi-task and prioritize
Interacts with others in a way that gives them confidence in one's intentions and those of the organization
Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations
A+ certification required
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://sgainc.com .
EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.
