Desktop Technician

I6 – Tech Lead
Possesses four (4) years’ experience in servicing/deploying computer equipment
Able to lead team of technicians and act individually to complete service events
Experienced in managing subordinate technicians including escalating and resolving issues as they arise
Possesses proven customer service background
Understands PSOW requirements and recognizes cost impacts of operational matters
Possesses good communication skills
Capable of interacting with the End Customer Site Contact to prepare site for service delivery
Responsible for resolving technical escalations that arise during service delivery
Possesses proven project experience utilizing data and settings migration imaging application installation and technologies
Able to comprehend and follow verbal and written technical instructions and scripts
Possesses A certification or equivalent skill set (may also possess MCP MCSE MCSE CNE or Network certification)
Possesses certification in various hardware platforms as optionally required for servicing hardware issues

I5 – Advanced Technician
Possesses one (1) to three (3) years’ experience in servicing/deploying computer equipment
Possesses prior experience utilizing data and settings migration imaging application installation and technologies
Possesses proven customer service background
Able to comprehend and follow verbal and written instructions and scripts
Possesses A certification or equivalent skill set (may also possess MCP MCSE MCSE CNE or Network certification)
Possesses certification in various hardware platforms as optionally required for servicing hardware issues

I4 – Entry Technician
Possesses 0.5 to one (1) years’ experience in servicing/deploying computer equipment or a technical school certification.
Possesses proven customer service background.
Knowledgeable of Windows operating system environment.
Able to comprehend and follow verbal and written technical instructions and scripts.
Possesses A certification or equivalent skill set.
Able to perform basic Windows troubleshooting.
May also possess certification in various hardware platforms as optionally required for servicing hardware issues.