Onboarding Technician

Job Description

Top Skills' Details

1. 2+ years providing Help Desk and/or Desktop Support for end users (especially with new hires)

2. 1+ year of experience supporting and configuring computer hardware and mobile devices (Lenovo/SurfaceBooks, Mac, iPhones, iPads) and software for new hires

3. Exceptional Customer Service; ability to diagnose and support hardware failures with end users

PRINCIPAL RESPONSIBILITIES:

Technical Aptitude and Customer Service:

• Configure hardware (Windows, HP, Lenovo/Surface, iPhone, iPad) and software for new hires

• Create work orders in a helpdesk system, dispatch work orders to other support technicians and IT groups

• Assess and escalate serious or unusual problems to the appropriate IT group for resolution

• Windows OS support in a network environment

• Diagnose and support hardware failures, operating system, application issues and network connectivity

• Provide work order status reports and metrics to management

• Monitor help desk workload and prioritize work orders effectively

• Develop, test and implement solutions to problems detected during troubleshooting

• Assess training needs and develop new training or self-help materials

• Manage user accounts and phone accounts

• Follow standard operating procedures, create and revise documentation as needed

• Mobile device support including set up, deployment and support

• Update inventory records for end users, hardware and software

• Monitor, diagnose, repair, and run preventative maintenance on computers

• Provide in depth customer training and training materials

• Hardware and software ordering

• Working with other team member on projects

• Ordering computing peripherals

• Working with vendors, as required

Onboarding Support & Tracking:

• Own ongoing development & maintenance of onboarding database key to executing internal process

• Accountable tracking employee lifecycle information leveraging “database blueprint” methodology

• Coordinate with IT, HR, Training and others to track key onboarding metrics

• Support development of centralized channel of CRM-style communications with field teams for onboarding needs and questions

• Partner with Field Operations Coordinator to enhance new hire communications, drive dashboard creation, and track new hire onboarding from start to success

• Support Quality Control process for IT equipment

New Hire Information Repository:

• Consolidate disparate sources of information into a centralized location that allows key stakeholders to execute new hire onboarding processes/activities

• Continuously improve information gathering to support growth of salesforce onboarding & offboarding

Additional Skills & Qualifications

SKILLS & EXPERIENCE NEEDED:

• Highly proficient with data entry, Microsoft Excel & Office applications, iPad apps and PC platforms

• Organized and able to stay within tight timelines

• Dynamic and positive attitude

• Strong phone, email, and customer service communication skills

• Ability to:

o Communicate effectively & collect data manually from multiple internal stakeholders

o Execute on & define processes with attention to detail

o Manage large amounts of disparate data & identify inconsistencies or red flags

o Identify gaps and bottlenecks in processes and propose solutions