Job Description
Job Description
Shift: 7:00am - 5:00pm CT / Mon - Fri
4 - 6 Month Contract w/ Opportunity to Extend
Job Profile Summary:
Provide technical support for PC hardware imaging and customer service requests and incidents as a member of the Service Desk team. Mid-level role. Solid technical skills with a high level of proficiency in end-user support. Troubleshoots hardware, software, and network issues across desktops, laptops, printers, and mobile devices, and documents solutions in the ticketing system. Works under limited supervision and collaborates with Service Desk peers and other technical teams to investigate problems. Fully onsite, 5 days per week, Monday through Friday, with 8-hour shifts between 7:00 AM and 5:00 PM CT based on business needs. 4–6 month contract with extension possible. Typically requires 2 or more years of Service Desk/Help Desk experience.
General Duties & Responsibilities:
- Performs PC hardware imaging and handles customer service requests and incidents within the Service Desk team.
- Troubleshoots customer incidents to resolve PC hardware and technology problems.
- Troubleshoots complex day-to-day software and hardware problems with desktops and peripherals.
- Installs and supports all supported software and hardware, including desktop configurations.
- Troubleshoots Microsoft Windows 11 and future Windows desktop releases.
- Troubleshoots network connectivity problems for computers, including network configuration and problem solving in Windows and Citrix environments (wired and wireless).
- Documents support-related knowledge articles to improve service quality.
- Provides accurate incident management reporting through the ticketing system.
- Communicates courteously and professionally with clients and internal departments.
- Stays current on technical changes that affect the user community.
- Provides project assistance when requested.
- Other PC hardware or Service Desk duties as assigned.
Skills and Experience Requirements:
- 2 or more years of experience in Service Desk/Help Desk environments
- Experience with PC imaging and End User Computing tools such as SCCM (Microsoft Configuration Manager), Windows PE imaging, ServiceNow, Citrix, Bomgar, Microsoft Office 365, and AWS Connect Call Center
- High technical proficiency supporting end-user equipment (laptops, desktops, printers, mobile devices, etc.)
- 2 or more years supporting end users and systems onsite and remotely (Windows 11, Citrix published desktops and applications, Microsoft products, SharePoint, Active Directory accounts)
- 2 or more years supporting Windows 10/11 and Windows PE imaging
- Extensive experience with Microsoft Office (Excel, Word, Outlook, PowerPoint)
- Experience managing hardware and software assets using IT Asset Management best practices
- Extensive experience troubleshooting a wide range of issues, including applications, files and directories, OS errors, and internet issues
- Working knowledge of endpoint network connectivity, VPN, and two-factor authentication workflows (preferred)
- Clear, professional, and efficient communication with end users and business partners, including the ability to explain technical information to non-technical audiences
- Strong customer service orientation and the ability to work in a high-volume, fast-paced technical environment
- Ability to work independently, multitask, and identify urgency in customer incidents
- Discretion in handling sensitive and private information
- Associate or bachelor’s degree, or 2 or more years of related experience and/or technical school training
\nCompany Description
Media Riders Inc is a family-owned Recruitment and Staffing Services company. Providing recruitment and payroll services to our customers, who directly support State and/or Federal funded programs. We are an SBA certified Women-Owned Small Business (WOSB) and Texas certified Historically Underutilized Business (TxHub).
Company Description
Media Riders Inc is a family-owned Recruitment and Staffing Services company. Providing recruitment and payroll services to our customers, who directly support State and/or Federal funded programs. We are an SBA certified Women-Owned Small Business (WOSB) and Texas certified Historically Underutilized Business (TxHub).