It Support/ Desktop Support/ Helpdesk

Job Title: Desktop Support

Pineville, LA (Onsite)

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.

• 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

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

Job Type: Contract

Pay: $18.00 - $22.00 per hour

Experience level:

• 1 year
• 2 years
• 3 years
• 4 years
• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Desktop support: 4 years (Required)

Work Location: In person