PC Refresh Technician

Kforce's client in Saint Louis, MO is seeking a PC Refresh Technician to support a large-scale PC replacement initiative. This role is dedicated exclusively to the PC Refresh project and is ideal for candidates with strong customer service skills and basic desktop support experience. The project currently includes approximately 900 remaining PCs on a refresh cycle requiring a coordinated effort to migrate associates to new devices efficiently and with minimal disruption. Primary Responsibilities:

• PC Refresh Technician will contact associates and coordinate PC replacement appointments
• Schedule and conduct migration sessions with end users
• Assist associates with setup and transition to their new device
• Verify successful migration completion and update project tracking records
• Ensure all assigned associates are contacted and accounted for, regardless of the level of assistance required
• As a PC Refresh Technician, you will escalate technical issues outside the scope of the refresh process to the Help Desk team
• Maintain accurate records of completed refreshes and project progress

A typical day may include:

• Reviewing assigned refreshes and contacting associates
• Scheduling migration appointments
• Meeting with associates virtually or in person to complete PC deployments
• Assisting with login, MFA setup, VPN access, Outlook configuration, and application installations
• Documenting completed work and updating project dashboards
• Escalating complex issues to the Help Desk when necessary
• Migration appointments typically range from 30 minutes to 1.5 hours, depending on the associate's needs

Requirements:

• Basic Windows 10/11 troubleshooting and support experience
• Experience with: Printer installation, Mapping network drives, Outlook setup and configuration, and Adding PST files to Outlook
• Experience installing software through approved application portals
• Familiarity with Microsoft Office applications
• Understanding of Multi-Factor Authentication (MFA)
• Strong understanding of basic desktop support concepts
• Ability to guide users through VPN connectivity (Zscaler)
• Note: This is not a high-level troubleshooting position; Complex technical issues will be escalated to the Help Desk team

Desired Skills & Qualities:

• Excellent customer service skills
• Professional and friendly demeanor
• Strong communication abilities
• Sound judgment and decision-making
• Critical thinking skills
• Patience and professionalism when working with end users
• The ability to recognize when an issue requires escalation rather than extended troubleshooting

Performance Expectations:

• Target productivity is 25 completed refreshes per week after training
• Individual contributions will be tracked through project dashboards and reporting tools
• Performance metrics may include: Completed PC refreshes, Associate outreach and scheduling activity, Migration completion rates, Documentation accuracy, and Timely escalation of issues
• Success in this role requires balancing productivity with a positive end-user experience while helping drive the overall PC refresh project to completion