Technical Support Technician - Configuration Servicesat CDW Careers

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Job ID: 19001103
Updated: Jun 26, 2019
Location: Eatontown, NJ, United States

The Desktop Technicians take incoming calls/e-mails from cases generated by the Technical Routing Center. They are responsible for troubleshooting, solving customer problems, and properly following up with customers.


Key Areas of Responsibility

  • Assist customers with technically sound solutions for their problems via phone, e-mail, fax, and E-share
  • Provide excellent customer service on all support calls
  • Update cases daily and ensure all cases meet call back guidelines
  • Utilize all given resources to resolve customer problems
  • Accept cases within the time limit determined by management
  • Meet departmental productivity guidelines
  • Implement and administer any desktop operating system in a network environment.


  • Perform Routing Agent essential functions
  • Create CSR’s and RMA’s when necessary
  • Stay current with the certifications needed to perform their job functions.
  • Pull and push 21 to 50 pounds of force occasionally (0-33% of the workday), and/or 10 to 20 pounds of force frequently (0-66% of the workday); and lift up to 50 pounds on a less then occasional basis (0-10% of the workday)
  • Stand and/or walk in combination for the duration of the workday


Minimum Qualifications

  • Hold A+ and Network+ certifications or other technical certifications related to role
  • Two-year experience in hardware and software

Other Required Qualifications

  • Strong verbal and written communication skills
  • Strong problem solving and analytical skills
  • Ability to multitask effectively
  • In-depth knowledge of IBM, PC and Apple computers, printers, monitors, software and basic networking
  • Complete Microsoft Certified Desktop Support Technician (MCDST) certification or equivalent within three months in role
  • Complete Apple Certified Help Desk Specialist (ACHDS) certification or equivalent within six months in role
  • Must be able to work in other positions within Internal Services

Preferred Qualifications

  • Current Microsoft Certified Desktop Support Technician (MCDST) certification or equivalent preferred
  • Current ACHDS (Apple Certified Help Desk Specialist) certification or equivalent preferred
  • Previous experience in computer configuration and repair center environment preferred
Job Category: Corporate IT
Job Type: Full-Time

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