Desktop Support Contractor!

Hope you are doing good..!!

My Name is Shruti working at Russell Tobin and Associates – a staffing firm. We are working on several exciting opportunities for our direct client and are eager to talk to you and see if our client is the right fit. We value your time and would like to learn more about your skills, experience, and career aspirations.

Below is some information about an immediate opportunity for which you might be interested. Please contact me at your earliest convenience so that we can have an initial discussion and go from there.

The full job description is below.

Role:Desktop Support
Location: Milwaukee, WI 53214,
Rate: $20-$25/-Hr on W2
Duration: 4+ months (CTH)

Pride Global:https://prideglobal.com/

Russell Tobin: https://russelltobin.com/

Job Description:

• Provide support and complex problem resolution to Veolia North America (and related companies) All Segment clients for computer systems, communications devices, mobile devices, network connections, software applications. These clients are geographically distributed throughout the United States and Canada.
• Ensure compliance to Corporate IT standards and policies.

PRIMARY DUTIES / RESPONSIBILITIES:

• Troubleshoot and resolve all issues related to computer hardware, operating systems, company-approved applications, and network connectivity. Working with 3rd party vendors as necessary.
• Responsible for all equipment setups re-images & software installs
• Implementing software and hardware updates and upgrades in compliance with the Veolia Network Operations Center guidelines
• Organize and prioritize a regularly changing workload with minimal supervision.
• Assist in the development and maintenance of Support Center documentation as needed in Confluence
• Report any support trends to the IT Operations Manager and Team Lead
• Process all ServiceNow tickets within established SLA’s.
• Research and testing of new technology
• Travel to regional locations for support as needed
• Supervise the Tier 1 Deskside Support Analyst tasks
• Provide Tier 2 level support to the Deskside Analyst and users from the office
• Work with other Deskside staff across all Veolia entities on different IT projects
• Logs all customer questions, requests, and problems and track the issues through to resolution. This includes timely recording of problem symptoms and status information to communicate with and properly utilize senior Veolia technical staff.
• Resolves complex end-user problems using documented procedures and available tools.
• Escalate IT issues and assist with 2nd and 3rd level support, often providing the “eyes and hands”.
• Ensures customer satisfaction by responding to all calls and emails and by providing timely updates to the customer regarding the status of problem resolution
• Builds strong relationships and becomes a trusted solution provider through diligence and technical support excellence.
• Understands and provides superlative customer service; maintains and conveys a positive attitude.
• Provides on-site support for new installations, demobilizations, changes, moves, and repairs.
• Responsible for new computer imaging and end user setup
• Installing networking and server equipment when necessary
• Setting up and configuring new printers when necessary.

QUALIFICATIONS:

• Four or more years of experience in IT support.
• Highly proficient in common computer applications and operating systems especially MS Windows 10, MS Office, and Google Workspace.
• Experience installing, maintaining, and troubleshooting computer and communications hardware.
• Experience in use of routine and advanced Service Desk tools and techniques (remote assistance, PC Imaging, ticketing and knowledgebase systems).
• Experience supporting smart phones, tablets, wireless technologies, networks and operating systems.
• Experience with Active Directory, Google Workspace, Imaging, Citrix, Cisco VPN, TCP/IP, ServiceNow or other ticketing system, MDM, Office 365, Ring Central, Zoom, and Remote tools.

KNOWLEDGE / SKILLS / ABILITIES

• Detailed, hands-on knowledge of computer hardware, applications and network technologies; ability to learn new technologies quickly and to effectively retain and apply new knowledge.
• Strong customer service and interpersonal skills.
• Strong verbal and written communication skills and interact effectively at all levels within the organization.
• Strong problem-solving skills and inherent decision-making ability in resolving complex issues at the highest technical level; able to take initiative and be assertive to solve problems.
• Ability to organize work in an efficient manner and handle multiple projects/responsibilities at a time.
• Ability to coordinate operations activities in accordance with other information technology functions.
• Works well under stress and time pressures to meet deadlines.
• Self-motivated and ability to work with minimal direct supervision.

Required Certification / Licenses / Training

• Microsoft certification desirable
• ITIL desirable