Job Title: Infrastructure Technician
Job Description

This is an onsite technical customer service role with a 12-month contract, working Monday to Friday from 8 AM to 5 PM. The technician's role is to support and maintain organizational computer systems, laptops, desktops, and peripherals. This includes ordering, installing, diagnosing, repairing, maintaining, and upgrading all hardware and software while ensuring optimal workplace performance. The technician will troubleshoot problem areas in a timely and accurate fashion and provide end-user training and assistance where required. The role includes configuring, troubleshooting, and supporting desktops/laptops, peripherals, and mobile phones. You will also provide support for Email, MS Office, enterprise applications, computer provisioning, VPN, and other services, following all IT standard processes and procedures along with monitoring license compliance. You will serve as a Tier 1/Tier 2 point of contact and owner of problem/incident as part of the 7/24 Global Support process.

ResponsibilitiesDemonstrate leadership skills and take ownership of customer issues reported, providing escalation as deemed appropriate.Research, diagnose, troubleshoot, and identify solutions to customer issues.Comply with standard procedures for proper handoff of unresolvable issues to appropriate internal teams.Document knowledge in the form of knowledge base tech notes and articles.Provide exceptional customer service and prompt, accurate feedback to customers in a professional manner.Assist with the installation, configuration, and ongoing usability of desktop computers, laptops, peripheral equipment, and software within established standards and guidelines.Follow all IT standard processes and procedures and monitor license compliance.Perform remote troubleshooting through diagnostic techniques and pertinent questions.Log all customer requests and update calls utilizing the designated call handling and tracking system.Provide Helpdesk and walk-up hardware and software support as needed.Support the 7/24 Global Support process by serving as a Tier 1 first point of contact and owner of problem/incident.Essential Skills3 years of onsite IT customer service experience supporting remote and onsite customers.Service Now experience.Strong customer service skills.Excellent communication skills.Experience working with other IT support teams in a corporate setting.Technical degree – prefer 4 years, but would consider 2-year degree (will also consider candidates without a technical degree if they have strong customer service skills and experience).Microsoft/A+ or Networking+ Certification is a plus.Proficiency in network communications, MS Office, O365, and Windows.Minimum 3 years of experience in a technical support/helpdesk, high-profile customer service environment.Experience in the use and support of imaging, remote access, and phone system support.Strong experience with IT-related software and hardware, printers, and using Helpdesk software.Strong knowledge and experience with computers and Windows operating systems.Experience with computer build-out and setup, imaging, application installs, and configuration.Must possess a strong customer-centered philosophy.Additional Skills & QualificationsExperience in technical support/helpdesk and high-profile customer service environments.Proficiency in network communications and MS Office applications.Experience with imaging, remote access, and phone system support.Strong knowledge of Windows operating systems and IT-related software and hardware.Work Environment

Working at the cutting edge of tech, you’ll always have new challenges and new problems to solve. You won't work in a silo but will be part of a creative, dynamic work environment where you'll collaborate with supportive colleagues. There is always space for creative and unique points of view. You’ll have the flexibility and trust to choose how best to tackle tasks and solve problems. This position will primarily support the N. Phoenix office, Phoenix Training Center, and other locations as needed. The company values diversity and inclusion and is committed to equal opportunity employment.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

Diversity, Equity & Inclusion

At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

Hiring diverse talent Maintaining an inclusive environment through persistent self-reflection Building a culture of care, engagement, and recognition with clear outcomes Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.