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Summary: Provide prompt and accurate technical support, ensuring a high level of customer satisfaction and adherence to Service Level Agreements (SLAs).Top Must-Have Skills:· General PC skills, familiarity with VM Ware· Experience with Dell Thin Client, Windows 10 VDI strongly preferred· Remote support experience preferred· ServiceNow experience is helpful· Must be able to lift and carry computers (approximately 50 lbs.), crawl into tight spaces (such as under desks), and climb ladders as needed to install computers. Candidate Requirements:· Strong oral and written communications skills· Ability to demonstrate strong interpersonal skills and the ability to work independently with minimal supervision· Ability to diagnose and troubleshoot workstation, application, peripheral, TCP/IP, and/or printer problems· Ability to demonstrate strong organizational skills and the ability to follow documentation procedures Degrees/Certifications/Years of Overall Experience Required:· High School Degree and Bachelor’s degree in related technical field or equivalent education/experience.· Entry level - 2 years of experience providing customer support for Windows XP and MS Outlook in a networked environment, including experience performing computer hardware, software, break/fix, and troubleshooting.· 2-4 years of experience supporting MS Office products (or other shrink-wrap software applications) including experience using a commercial trouble ticketing system (such as Remedy) and the ability to track and document actions taken. Day to Day Responsibilities:· This contractor will be building Dell terminal boxes that go out to customer care center agents· Perform desk-side Windows XP workstation support in a networked office environment· Supporting or performing MS Office and Outlook configuration and troubleshooting; software installation and configuration; new user set up; printer and network file share configuration and troubleshooting; peripheral installation, configuration and troubleshooting; and computer/user moves, adds, and changes· Responsible for reviewing trouble ticket queues, documenting support and diagnostic activities, escalating problems as required· Accurately and effectively resolving and closing assigned trouble tickets in accordance with SLA requirements