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[Computer Engineer] Refresh Desktop Technician

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Job Description Summary:
This position is to support a hardware and software Mac and PC refresh. NREL is replacing older computers and will need technicians to contact users, schedule appointments, replace computers, transfer data, and configure the new systems for the client.

Duties Shall Generally Include:
Imaging Dell and Mac Laptops/Desktops
Coordinate laptop replacement with clients
Backup and Restore data
Install and configure software
Configure computers for client use
Manage tickets through ServiceNow
Document customer problems, communicate service information to users, and record actions in tickets
Maintain communications with client and coworkers
Collaborate with the IT Asset Management department to support software license compliance
Escalation to other support groups in a tiered support structure

Required Knowledge/Skills/Attributes:
Experience with imaging computers and migrating client data
Knowledge of installing, troubleshooting, and supporting Microsoft Windows 10 and macOS Monterey
Knowledge of Office365
Basic networking concepts
Working knowledge of an Active Directory domain environment
Reliably provide excellent customer service
Ability to multitask, balance workloads and take direction from multiple project leaders
Proficient levels of oral, listening, and written communication skills
The ability to think critically while solving problems
Professionalism, teamwork, and interpersonal skills
Adaptability and attention to detail
Valuing Diversity
The ability to work independently and self-manage tasks and responsibilities
Ability to safely lift 30 pounds
Minimum 5 years of experience supporting desktops, laptops, and peripheral equipment

Preferred Qualifications:
CompTIA A+


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