Services Technician

Location

Minnesota | United States

Job description

Services Technician – Experience Center

Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.

We are seeking a Technician to provide exceptional customer service primarily at Toro's I.T. myTECH Experience Center. The successful candidate will be responsible for software/hardware installation and/or removal, software troubleshooting/repair/restore, hardware repair (warranty and non-warranty) for Toro's computing, tablet and printer devices, loaner equipment checkout, and conference room support. The Technician will also participate in training activities held at the Tech Center as required and use Toro's ITSM Ticketing System to create, document and close tickets. Additionally, the Technician will partake in the Major Incident Coordinator On-Call rotation.

Key Responsibilities

• Software Troubleshoot/Repair/Restore
• Software/Hardware installation and/or removal
• Hardware Repair (warranty and non-warranty) for Toro’s Computing, Tablet and Printer devices
• Loaner Equipment Checkout
• Providing peripherals (keyboards, mice, headphones, cables, adapters, etc.)
• Conference Room Supp ort including “How to” demonstrations of Conference Room equipment
• “How to” Questions
• Install/Move/Add/Change (IMAC) Support
• Customer Appointments (How to, troubleshooting, etc.)
• Remote control resolution of user issues to avoid dispatch as appropriate
• Dispatch client-side to address issues that cannot be resolved remotely/at Experience Center
• Participation in training activities held at the Tech Center as required (could include identifying user training needs or even leading some sessions based on technical skill level)
• Use of Client’s ITSM Ticketing System to create, document and close tickets (incidents, service requests, problems, etc.)
• Other duties as assigned
• High level of customer service required
• Additionally, technicians are required to partake in the Major Incident Coordinator On-Call rotation
• On-Call services are available 24x7x365
• Incident Coordinator duties include processing communications/escalations, launching conference bridge, updating incident records, identifying related incidents, identifying process improvements related to Major Incidents and the Tech Center experience, and documenting agreed upon changes per Toro’s Major Incident Process

What you’ll need to succeed

• 3-5 years of desktop support experience
• A+ Certification (preferred)
• Dell hardware certification/experience (preferred)
• HP printer experience (preferred)
• Knowledge of Microsoft Windows 7/10/11 Operating Systems, Microsoft Office Suites, Adobe applications, and mobile device operating systems
• Excellent decision-making and problem-solving skills
• Strong communication skills and ability to communicate technical information to a non-technical audience in a clear and coherent manner
• Ability to work with a broad constituency and have tolerance for the different work styles of the various clients
• Ability to work in an environment that may be occasionally stressful when assisting clients on site
• Superior customer service focus
• Effective time management skills
  
   

This is a full-time position during normal business hours, 7:00am - 4:00pm CST/CDT.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Job tags

Salary