IT Customer Service Rep

Houston, Texas | Contract

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IT Customer Service Rep
Location: Houston, TX – REMOTE
Length: 12 months
Start: 2 weeks
Interview: Video

Responsibilities:

  •  Contractor’s Field Support services provide hands-on support for infrastructure devices in the Workplace. Devices supported include PCs, mobile devices, printers, LAN equipment Activities include hardware maintenance, software support and Installs, Moves, Adds & Changes (“IMACs”)
  • Troubleshoot, install, printers, drive mappings, permissions, and other end-user computing environment related items.
  • Company Hardware and software maintenance and support
  • Workplace (Laptops, Desktops, and iOS) device optimization and configuration
  • Contractor shall provide onsite desktop services for supported desktop, supported desktop software, and supported devices at Company-designated locations. Locations may be modified from time to time by the Company in accordance with the Agreement using the applicable Change Control Procedures.
  • Contractor shall provide onsite Desktop services in English for supported desktop, supported desktop software, and supported devices.
  • Contractor shall perform the desktop services in a manner that minimizes interruptions to Company’s daily operations.
  • Contractor shall perform proactive maintenance of the supported desktop, supported desktop Software, and Supported Devices to minimize downtime.
  • LogMeIn as the primary remote-control tool; Company remote control software used as a backup method only.
  • Field Services Support shall not manage P1 tickets.
  • Field Services support shall manage single user Incidents and VIP tickets, P2, P3, P4, along with Service Requests only.

Good to have: –
Microsoft HoloLens Wearable support experience.

The supported devices are listed below:

  • Desktops & laptops
  • Microsoft HoloLens Wearable
  • Apple Mac OS for remote connectivity (e.g., Citrix), where applicable
  • Printer queue and break/fix coordination
  • iOS devices
  • Android devices, where applicable for Mobile Device Management 

 

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