CDW Sr Technology Support Technician in Chandler, Arizona

Description

The Technology Support department provides IT services for internal coworkers as it relateds to:

  • PC Desktops and laptops

  • Mobile devices including smartphones and tablets

  • Printers/Copiers/MFPs

  • Projectors

  • Video Conferencing

Senior Technology Support Technicians provide hands-on floor support for incidents and service requests that are escalated from the IT Service Desk at each of the CDW locations. This role is technical in nature, however it requires a high degree of customer facing ability as they will be interacting with senior leaders across the organization. This role will also provide white-glove, concierge service for CDW Executives and their assistants. This service includes but is not limited to the support of executive meetings, home offices, and conference events by managing all aspects of planning, setup, and facilitation of technical logistics.

Key Areas of Responsibility

  • Provide second and third level desktop support for desktop hardware and software.

  • Complete and close incidents and services requests in a timely manner.

  • Update incidents and service requests within agreed response times.

  • Keep coworkers informed of the status of their tickets.

  • Ensure follow-up is performed.

  • Meet all productivity and quality goals as measured by the department for Senior Level Technicians.

  • Lead routine hardware/software deployments.

  • Build and manage hardware images across all desktop platforms.

  • Create and recommend ways to streamline process and improve efficiency.

  • Identify and drive the remediation of systemic system issues (avert escalation)

  • Train and onboard new coworkers in the department.

  • Mentor existing coworkers on technical issues.

  • Provide subject matter expertise for key technologies or processes for a specific domain: Warehouse support, Print Support.

  • On-site, off-site and telephone support for all defined Executive personnel.

  • Primary support contact for key “on floor” technology such as printers, laptops, desktop and mobile devices as their use pertains to defined Executives and their support staff.

  • Experienced in communications and audio-visual technology (Polycom and Cisco video conferencing, WebEx, LiveMeeting, Skype)

The information in this position description is intended to convey information about the key responsibilities and requirements of the position. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity Responsibilities are subject to change.

Qualifications

Minimum Qualifications

  • High School Diploma or equivalent

  • 5 years work experience in the following:

  • Providing in-person, walk-up or remote support.

  • Experience deploying and supporting Windows 7/XP.

  • Installing/uninstalling PC hardware/software.

  • Performing mass workstation deployments and migrations.

OR

  • Bachelor’s Degree

  • 2 years work experience in the following:

  • Providing in-person, walk-up or remote support.

  • Experience deploying and supporting Windows 7/XP.

  • Installing/uninstalling PC hardware/software.

  • Performing mass workstation deployments and migrations.

Other Required Qualifications

  • Ability to work with little to no supervision.

  • Strong attention to detail.

  • Strong interpersonal skills.

  • Ability to write and present information and documentation.

  • Ability to lead desktop related projects or initiatives that are large in scope or scale.

  • Strong ability to manage multiple issues at once.

  • Must be willing to respond to on-call pager system after hours for support emergencies.

  • Flexible working hours.

  • Lift up to 50 lbs, with or without assistance, on occasion.

  • Lift up to 20 lbs, unassisted on a regular basis.

  • Excellent verbal and written communication skills with the ability to effectively communicate technical information to a non-technical audience

  • History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the business while meeting deadlines.

  • Demonstrated ability to build and maintain collaborative working relationships.

  • Flexibility to work off hours and weekends.

Preferred Qualifications

  • A+ N+ Certified Desktop Support Center (HDI).

  • ITIL v3

  • MCDST

  • CCNA

Sr Technology Support Technician


Chandler, AZ

17001251-OTHLOC-200000220