IT PC Refresh Technician

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., * 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

• 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