Job Type: Full-time
Qualifications: Work authorization (Required)
Experience: Help desk: 2 years (Preferred), Windows: 2 years (Preferred)
Work Location: Hybrid remote in Tampa, FL 33602
Shift availability: Day Shift (Preferred)

IT Bench Technician Responsibilities

This position provides fast and valuable technical assistance on computer systems for existing and new workstations. You will test and assess issues related to computer software and hardware, including operating systems, such as Mac and Windows, document user requests, and update client trouble tickets with the issue’s current status.

The IT Bench Technician will be responsible for developing, applying, and updating images custom-tailored to a customer’s needs. These images will include but are not limited to: Operating system, Software, and Configuration items such as removing bloatware, joining an Active Directory/Azure Active Directory domains, and installing Concertium’s tooling suite.

You will also undertake maintenance of computer networks, hardware, software, and other equipment at regular intervals. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution at times to non-technical users. They must also be customer-oriented and patient in dealing with demanding customers. The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

• Install, update, and configure new workstations
• Develop golden images for workstation deployment
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements in procedures
• Create and update support documentation in accordance with standards to improve future troubleshooting efforts
• Provide onsite support to Concertium’s customers

Requirements

• 1-3 years of workstation provisioning
• Proven experience as a service desk technician or other customer support technical role
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve fundamental technical issues
• Proficiency in English
• Excellent written and oral communication skills
• Customer-oriented and cool-tempered
• Uphold company core values and standards with all customers
• BSc/BA in IT, Computer Science, or relevant field