Technical Services Technician

Summary:

• Location: Oakland, CA
• Duration: 3 Months

Responsibilities:

• Serve as the first point of contact for end users seeking technical assistance.
• Troubleshoot issues, including researching, resolving, and documenting technical issues associated with service requests from customers.
• Identify when situations need to be escalated to the next level and work closely with appropriate parties to ensure customer satisfaction.
• Respond to service and customer requests (e.g., requests for new software, hardware installation) and trouble tickets (e.g., problems with PCs, laptops, laser printers, network access, e-mail access) according to service level agreements.
• Fulfill service requests and document problems and resolutions in the problem management system.
• Provide a high level of service and availability for all business-related hardware.
• Perform business-related hardware repairs and services; assist users in the proper maintenance and operating standards of hardware equipment.
• Provide a high level of service for all business-related software applications.
• Maintain and record inventory records of hardware and software purchases.
• Monitor a routine maintenance program for all computer peripherals to assure clean and orderly environments are maintained.
• Perform other related duties as may be assigned.

Requirements:

• Knowledge of personal computer hardware and software, including Windows and Macintosh platforms, and state-of-the-art communications systems.
• Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.