Refresh Technician

Onsite PC / Deskside Hardware Refresh IT Support Specialist - Syracuse, NY

• 6 month assignment with possible extension
• 40 hours - Monday-Friday

General Requirements/Experience:

• 2-5+ years of experience of PC and Desktop Hardware Refresh Technical Support
• 3-6+ years of experience in the field working as an IT Support Specialist or in a
• related area.
• Familiar with a variety of the fields' concepts, practices, and procedures.
• Relies on experience and judgment to plan and accomplish goals. Performs a
• variety of complicated tasks.

Ideal Skills + Ability + Knowledge:

• Excellent technical knowledge of PC's and desktop hardware.
• Able to operate effectively in a team environment with both technical and
• nontechnical team members
• Self-confidence in your analytical and problem-solving skills + effective
• communication (both verbal and written) skills
• Planning, organizing skills + good administration management skills
• Working technical knowledge of current protocols, operating systems and
• standards.
• Ability to operate tools, components, and peripheral accessories.
• Microsoft Certified Technology Specialist essential, A+ experience, Software and
• Hardware Troubleshooting, Windows 10, Windows 7, etc.
• Apple, Mac, I-Phone, I-Pad
• Microsoft Office 2007/2010/2016, O365 support
• Ticket System: ServiceNow
• TCP/IP knowledge
• Enterprise Backup Software
• Working knowledge of SMS, AD, Exchange 2007/2010, O365 and remote-control
• tools

Daily Responsibilities:

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware,
• and computer peripherals.
• Documents, maintains, upgrades, or replaces hardware and software systems.
• Supports and maintains user account information including rights, security, and
• systems groups. Install, upgrade, support and troubleshoot 10, Windows 7 and Microsoft Office,
• Apple, Mac, iPhones, iPads, and any other authorized desktop applications
• Install, upgrade, support and troubleshoot for printers, computer hardware and
• any other authorized peripheral equipment
• Perform general preventative maintenance tasks on computers, laptops, printers
• and any other authorized peripheral equipment, etc.
• Customize desktop hardware to meet user specifications and site standards
• Performs work in compliance within specified warranty requirements
• Returns defective equipment/parts to maintenance inventory, documents
• customer repairs, maintains and restocks assigned parts inventory to insure
• proper spare parts levels
• Safely package equipment for branches and arrange for the transport of the
• equipment
• Responsible for monitoring, operating, managing, troubleshooting and restoring
• to service any terminal service client, personal computers (PC) or notebooks that
• have authorized access to the network.
• When the restoration is beyond the scope of the computers, laptops, printers and
• any other authorized peripheral equipment the Desktop Support Engineers will
• escalate the issue/problem to proper tier 3 support team member
• Develop trends by monitoring and analyzing incoming calls and support requests
• Dealing with hardware and application support queries and issues reported to the
• support desk and escalated to the Desktop Support Engineers
• Provide user data and application recovery and use diagnostic tools to
• troubleshoot problems associated with network connectivity, and workstation
• hardware/software
• Familiarize end users on basic software, hardware and peripheral device
• operation
• Take ownership and responsibility of queries, issues and problems assigned to
• the Desktop Support Engineers
• Works with vendor support contacts to resolve technical issues within the
• desktop environment
• Escalate issues and involve experts wherever required to resolve issues as
• quickly as possible
• Update tickets as appropriate, including resolving as completed and updating
• unresolved incidents to include status.

Soft Skills:

• Ability to work independently and manage daily workload.
• Sincere thought Process: Able to understand technical concepts and can develop
• ways to help others learn. Ability to solve complex problems with innovative
• solutions. Ability to manage multiple priorities. Ability to understand the client's
• business problems and deliver solutions and recommendations to solve them
• quickly and proactively.
• Professional image and grooming
• Able to manage time effectively, set priorities appropriately, schedule calls
• Able to maintain professional demeanor under stress
• Able to operate within customer standard operating procedures

Interpersonal skills (nice to haves):

• Excellent customer service, technical, organizational, and communication skills --
• in person and on the phone; effective listening and team orientation.
• Able to persuade and negotiate with staff and vendors in critical situations.
• Able to motivate others and work cooperatively in a group to achieve com

Additional Information

• All candidates are encouraged to apply, but many positions require a strict drug and background check by our customers.
• F2OnSite supports and adheres to all state laws regarding background checks.
• This position requires specific work hours to be adhered to. Typically the work hours are not flexible, so you must be able available to work during those hours.