Hardware Tech

Duties

• Handle service inquiries and problems to include performing customer support activities involving the installation, modification, and repair of desktop PC, telephone, and peripheral equipment and systems.
• Conducts installation and testing of equipment to ensure proper working order.
• Isolates equipment start-up malfunctions and takes corrective action.
• Makes technical presentations and has a strong knowledge of products.
• Represents the company in a customer support role and is responsible for customer's satisfaction with equipment and servicing.
• Use remote control tools to assist end users when needed.
• Build and configure PCs and laptops for deployment to users.
• Loading and configuring end user device software.
• Create and/or update tickets with details of worked performed to restore service or satisfy customer request in ticket tracking system.
• Work as Tier II agent when additional subject matter expertise is required, performing analysis and actions at the direction of higher Tiered support agents, as required.
• Work with the customer, users, and other supporting engineers to effectively analyze user requirements, user stories, and operations concepts and apply IT solutions to identified issues.
• Act as a technical resource to others to resolve problems, errors, or other related issues.
• Anticipate customer needs and proactively identifies solutions.
• Provide feedback and insight to enable development of user training guides and videos.

Qualifications

• AA Degree in related discipline and six (6) years or more of related experience; Or, High School and eight (8) years of related experience with relevant certification.
• Must have the ability to obtain and hold a Public Trust clearance.
• HDI-DAST Certification or the ability to obtain a HDI-DAST certification within 60 days of hire.