IT PC Refresh Technician

Role: IT PC Refresh Technician Location: Elma, NY 14059 Duration: 12 months with possible extension Schedule: Monday Friday, 8:00 AM 5:00 PM Overview: As an IT PC Refresh Support Tech, you will play a crucial role in the PC hardware refresh deployment project, ensuring the smooth operation of IT systems. You will provide technical assistance, troubleshoot issues, and deliver high-quality customer service to support the agility of the organization. Key Responsibilities Install and support endpoint software Deploy PC equipment and accessories Provide guidance and explain policies and procedures to end users Troubleshoot end-user PC, network, printing, and application issues Diagnose, research, and resolve routine end-user issues Escalate issues to the appropriate team after troubleshooting and document progress in the ITSM tool Provide day-to-day operations support as Level 2 to end users Complete detailed documentation in the ticketing system for incidents and requests, including steps taken to resolve them and specific dates/individuals involved Required Qualifications 12 years of proven experience in a customer support position involving technical knowledge of a companys products, services, and IT systems Experience installing and configuring computer systems and applications Disciplined, systematic problem-solving skills Time management skills with the ability to establish reasonable and attainable deadlines for resolution Experience working with company service desk software, such as Bomgar, and other remote access desktop programs Experience with different operating systems including Windows and Mac OS Professional written and interpersonal skills for effective communication with customers and clients High school diploma or equivalent; IT-related coursework or certifications are a plus Industry certifications preferred: Windows 7/10, CompTIA A, CompTIA Network+, ITIL v4 Foundation, Dell Proven Professional