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We are currently seeking a Desktop Support Technician to join our team Onsite based in Pittsfield, Massachusetts.

Position Summary:
Responsible for the on-site integration of company and multi-vendor systems solutions, which may include hardware, software, and networking products as well as operating systems. On-site and/or remote installation, implementation, configuration, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, and associated peripherals. Serves as company liaison with client on administrative and technical matters. Interprets clients' needs and clarifies if the responsibility for problem resolution falls to sales personnel, client support representatives or engineers.

• Provide primary Technology Bar coverage of walk-up support center at the client location.
• Executes service delivery (IMAC, Break Fix, Desk Side Support) according to Client policies & procedures.
• Coordinates with end users on expectations and availability to conduct services.
• Performs troubleshooting, parts replacement, system upgrades, and basic deployments and repair on Client assets.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps.
• Uses advanced tools/technical knowledge to remediate client problems and conduct scheduled installations.
• Provides technical feedback on technical process issues to improve overall service delivery.
• Strives to meet Client service level agreements/objectives and customer satisfaction goals.
• Escalate to lead or manager according to Client service management processes on issues that impact a Client End User and/or entire operation at site.
• Basic installation and maintenance of technical products.
• Follows predefined procedures in everyday activities.
• Work is regularly reviewed by a more senior level technical specialist.
• Reviews, troubleshoots, and approves operational quality desktops, notebooks, printers, and associated peripherals.
• Installs, maintains, and optimizes desktop/notebook configurations at Client site.
• Diagnoses and resolves product performance problems and performs maintenance and repair services.
• Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.
• Instructs customer in the operation and maintenance of the system.

• Must have 3+ years of experience in Servicing/Deploying Computer Equipment.
• Must have 3+ years of End User Desktop Support experience.
• Must have experience in a Windows operating system environment.
• Must have proven customer service background and strong communication skills.

• Able to comprehend and follow verbal and written technical instructions and scripts.
• Experience with Mac computers and AV would be a plus.
• Qualified resources should have A+ certification or equivalent skill set.
• Certification in various hardware platforms may optionally be required for servicing hardware issues.
• Individual must have the ability to receive calls during the normal business day and after hours.
• Physically be able to lift and move Enterprise and Client technology hardware in Client environment.
• Excellent verbal and written communication skills with emphasis in customer services, including experience handling difficult customer and conflict resolution.
• Excellent interpersonal skills and ability to work collaboratively in a team environment.