Desktop Support Technician II - job 1 of 2

6 Months Contract Opporunity

JOB DESCRIPTION:

Responsibilities:

· Respond to and resolve complex Level 2 IT support tickets for all employees (onsite and remote) – Technology and Applications

· Take remote control of the end-user device, and provide advanced remote IT support and troubleshoot IT/Desktop issues

· Monitor ticket queue and complete day-to-day support activities to assure timely service delivery and customer support with a high degree of quality

· Diagnosis and resolution of computer hardware, software, and network issues for the executives and VIP users

· Incident and Service request Management – Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)

· Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software

· Provide support to users in various remote locations onsite when needed - this role may have to travel on case by case babsis depending on need.

· Help develop IT tools and processes to promote efficient and effective end-user support practices

· Set up new user accounts and workstations

· Support office technology – such as printers, video conference units, and digital whiteboards

· Collaborate with remote IT team members to build and maintain positive, productive team relationships

· Develop positive relationships with the business and other functions involved in downstream technical processes

This is what you’ll need:

· At least 5+ years of relevant IT support experience

· High School education required – Bachelor’s degree preferred

· Strong written, verbal communication and customer service skills are a must

· Support Experience with Office365, all leading browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives

· Familiarity with standard ticketing tools (ServiceNow, Jira)

· Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs

· Tech Savvy – Ability and passion for learning new technology and tools

· Ability to travel to remote sites as needed

Experience with:

· Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems.

· Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives

· Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira)

· Ability to coordinate and communicate at all levels within the organization

· Business Stakeholders, Vendors, Suppliers, Sr Managers, and C-Level Execs

· Tech Savvy

· Ability and passion for learning new technology and tools - Passion for Customer Support

· A drive to help end-users get what they need to do their jobs the best they can.

· A sense of satisfaction from assisting end-users in getting what they need on time

· Prioritization Skills - The ability to analyze support requests and prioritize them based on impact Discipline

· The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication

· Ability to articulate technical solutions to non-technical users in simple and easy to understand terms

· Self-motivating, requires little supervision and can hit the ground running.

Job Type: Contract

Salary: $30.00 - $36.00 per hour

Schedule:

• 8 hour shift

Work setting:

• In-person

Work Location: In person