Deskside SupportApply Job ID 418700BR Date posted 09/16/2021 Location(s) Detroit, Michigan
We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Our people are at the center, discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. In October 2020, IBM announced it's intention to separate the IT Infrastructure Services unit of its Global Technology Services division into a new, separate public company, creating two industry-leading companies - IBM and Kyndryl. The spin-off is expected to be completed by the end of 2021. To find out more about Kyndryl, including information relating to privacy, please visit Kyndryl.com.
Please be aware Kyndryl will continue to use some IBM systems for a certain period after spin-off. This means when you sign up to either the IBM or Kyndryl candidate portal, you will have the benefit of being able to see and apply for IBM and Kyndryl jobs and to access information about IBM and Kyndryl jobs you have applied to, for a limited period from either candidate portal. If you have already signed up as a candidate on IBM’s portal, please continue to use this account to access IBM and Kyndryl jobs.
Your Role and ResponsibilitiesHere at IBM, we are seeking a Deskside Support Technician. In this role, you will be installing, performing moves, add changes (IMAC), build, configuration, following provided scripts. Perform software support for low - high complexity problems/issues with Customer personal computers. Provide Customer assistance with problem identification and resolution at the Customer’s place of business for hardware or platform related issues. Provide Deskside Support (software break/fix support or related tasks) on problems for platforms having Windows current – 4 generations of Windows Operating Systems or Apple. Familiarity with Microsoft Office Suite and other common software applications. Basic understanding of mobile platforms and the ability to navigate to common functions via menu-based selections. Requires ability to grasp new concepts quickly and to work from scripts and checklists with accuracy. Ability to provide timely updates to end users along with awareness to service level deadlines, including the ticketing system and other databases as required. Familiarity with remote takeover tools or methods to provide support for resolving incidents and iMacs. Basic network connectivity knowledge to aid troubleshooting end-user connectivity issues, with the ability to work as Hands and eyes for another resolver teams, Knowledge of PC hardware and peripherals that connect to them, including basic network topology. EXCELLENT command of Customer service techniques as well as good oral and written communication skills. Ability to have a positive attitude with every customer interaction. Good interpersonal skills and must be able to work in a team environment. Available for scheduled off-shift work and/or emergency support, when necessary, Ability to follow the scripts and checklists, and the ability to identify process improvements to assigned account leadership. Ability to Identify potential Service Level Agreement (SLA) risks and/or misses. Ability to document technical processes and create knowledge management articles for upstream use and enhance the Customer service experience.
THIS IS NOT A REMOTE POSITION!
Required Technical and Professional Expertise
|IBM is seeking to employ a full time Deskside support technician in the Lisle, IL area. This role performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. They may also perform Installs, Moves, Adds, and Change (IMAC) activities, as well as data backup and restore on certain accounts for clients. They are responsible for resolving problems and performing IMAC's within Service Level Agreement (SLA) objectives, and completing all related administrative duties. As the main interface to the customer, they need to understand the local and regional infrastructure and key contacts in the other competencies, i.e. network team, server admin, etc., in order to ensure that the proper team is aware of, and taking action on the problem. Demonstrated customer communication and business skills are therefore needed since direct customer interaction is often required. Accordingly, they have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment. Responsibilities include: |
· Resolving customer hardware/software workstation problem tickets
· Technical knowledge of the supported platform
· Working knowledge of the hardware
· Resolving tickets within the customer SLA
· Demonstrating verbal and written communication skills are preferred
Preferred Technical and Professional Experience
|Experience with setting up and supporting Windows 10, Office 365, and Apple MacOS and iOS products. Prior experience supporting WPP customer preferred.|
High School Diploma/GED
Being You @ Kyndryl
Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Other things to know
Supplemental 1 employees may be eligible for paid holidays, paid sick time and Employee Stock Purchase Plan.
We consider qualified applicants with criminal histories, consistent with applicable law.
Primary Job Category
Role (Job Role)
Deskside Support Representative
Fixed Term - Long Term
(Y078) Kyndryl, Inc.
Is this role a commissionable / sales incentive based position