C3i Solutions Basking Ridge , NJ 07920
At C3i Solutions, we are committed to providing an incredible experience that starts with you. When you join our team, you become part of a network across the world delivering solutions for the most trusted healthcare brands, every day. As our company grows, we're looking for you to grow with us. We want people who bring their own personality, strengths and talents to create something exceptional. People who will gain more experience than they could have ever imagined when they walked through the door. People who are ready to experience the world like never before. If you're ready to experience opportunity, join us.
The Deskside Support Technician will provide comprehensive technical support services to the client's campus based personnel. All Deskside Support Technicians are subject to shift changes and travel between sites as required.
Under general supervision, responsible for receiving user tickets through electronic systems, properly documenting all actions taken and communicating effectively with the user community throughout life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by applying trouble-shooting and problem solving skills. Installs and configures company standard applications. Supports key service-level goals including response time and end-user satisfaction.
Carries out responsibilities in accordance with the organization's policies, procedures, and state, federal and local laws
Ensures compliance with all company policies and procedures, including safety rules and regulations.
Provide direct technical support to client's on-site personnel
Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
Resolve reported incidents in the software & hardware environment
Maintain incident management system with up to date information on ticket progress
Complete assigned tickets in timely manner within the Client SLAs
Update asset tracking inventory in accordance with work instructions
Provisioning and setup of phone for either landline or VOIP
Monitor/Resolve tickets that have been dispatched by the Service Desk for further action
Provide IT orientations for newly hired personnel
Provide support services for client's conference and training rooms
Perform customer support related tasks and special projects as assigned by management
Liaise as necessary interdepartmentally to seek resolutions to all reported issues
Travel between local offices in order to provide support for meeting and/or trainings
BA or Vocational school degree preferred or equivalent work experience
A+ Certification (Must be attained within three months of employment)
Microsoft Certified Professional certification a plus
Minimum of 2 years of Deskside support experience
Previous call center, computer support, or customer service experience
Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
Excellent communication and customer service skills. Excellent teamwork skills
Excellent desktop support technical skills Experience in supporting and troubleshooting Microsoft Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools
Ability to perform root cause analysis and determine appropriate course of action based on result
Accountability: We all strive to be business owners, take appropriate action, controlling our work and making decisions. We treat the company's assets as our own, always with our long term success in mind. We accept personal responsibility to set clear expectations, meet business objectives, improve our organizational effectiveness and communicate our actions.
Adaptability: The Company has shown continuous growth, and through this we adapt to new changes, work situations and responsibilities. We welcome the opportunity to learn new tasks and accept feedback positively.
Collaboration: We respect our colleagues and treat everyone as we want to be treated. We have confidence in each other's capabilities and intentions. We believe that people work best when there is a foundation of trust. We work toward a win/win solution as a team across department lines doing what is right for all stakeholders.
Communication: We are courteous to our internal and external contacts. We clearly convey key messages, recognizing when miscommunication has occurred and acting to correct it.
Maintain inter-department relationships to resolve reported incidents
Effectively communicate with extended service providers and IT infrastructure groups
Develop communication and working relationship with supervisor and colleagues
Physical Demands and Work Environment
Schedule is to be flexible between the hours of 730am-730pm monday through friday. Occasional weekend overtime may be required depending on training needs. Training for position will begin in PA so technician must be able to travel for at least 1 week timeframe to Pa.
AV/Meeting support is highly prefered but not required.
C3iSolutions is an Equal Opportunity Employer M/F/D/V