Desktop Support Technician

Job Description

The Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team lead.

 

Responsibilities: 

·      Provide high level of customer service

·      Provide phone and deskside support to end users across the site

·      Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary

·      Take ownership of issue\request through resolution or escalation

·      Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action

·      Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation 

 

Additional Responsibilities:

·      Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool

·      Ensure that work is carried out within agreed Service Levels. (SLA's)

·      Client on-boarding, transfers, and off-boarding efforts

·      Maintain high level of accuracy of AMDB

·      Availability during weekend and after hours as per rotational roster

·      Finish Projects (asset refresh etc) in a timely manner

·      Work on IMACDs and off hours move requests

·      Work with the team lead to make the team lead successful and be a great team player

·      Help users facing issues with Mobile Devices

·      Show urgency in helping C – suite users and provide exceptional service

 

Qualifications:

·      A+ certification and CCNA preferred

·      2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of products

·      Strong interpersonal skills and thoughtful and effective communicator

·      Excellent analytical and problem-solving skills

·      Excellent time management and organization skills

·      Strong written and oral communication skills

·      Strong experience and understanding of Office\O365 Experienced in working with Service-Now platform preferred but not necessary

·      Working knowledge/experience with PC Imaging Tools.

• Working knowledge/experience with diagnosis and remote control tools.
• Working knowledge/experience with Audio/Visual equipment used in presentation/conference rooms.

Position TypeTemporary
Hiring in the following location(s):Cincinnati, OH
Scheduled Work Daysper client
Scheduled Work Hoursdirection