Desktop Support
About the Role
Client is looking for a highly talented individual to join its team. The ideal candidate is an energetic, individual contributor who is eager to apply his or her outstanding customer service skills and well-rounded technical experience in a team that provides support to employees in North America. This person will split their time between providing Tier II onsite Desktop Support for their local market and providing Tier I Virtual Chat support for remote users.
Responsibilities
- Day-to-day support operations for the end user in various support methods: Onsite Support, Lounge Support, Remote Support, Chat Support
- Support of global workforce both onsite and remote workers
- Ensuring data integrity in the Asset Management system
- Perform asset management tasks, inventory, audits and disposals at their site
- Proactively refresh End of Life (EOL) systems
- Provision computer assets in the new hire onboarding process both onsite and remote
- Monitor and remediate client health (SCCM, Anti-virus and related)
- Supporting video & teleconferencing hardware
- Set-up and Removal of hardware and software
- Provide timely updates to our customers and tickets
- Enable accurate procurement requests and inventory management including auditing and reporting while maintaining our standards
- Accurately update and close tickets on time and within service levels
- Monitor support queue tickets and chat volumes daily
- Support the Knowledge base and ensure articles are accurate and update or flag to KB Manager for review
- Support video and teleconference technology, printers and various brands of hardware (Windows and Mac)
- Become a trusted advisor who consults with users on best practices and recommended courses of action
- Resolve issues confidently and quickly in an walkup IT lounge environment or remote chat sessions
- Learn, implement and train others on new technologies
- Other duties as assigned
Requirements
- 2+ years of desktop support experience, preferably in a medium to large end user environment
- Be able to work from corporate office and remotely as schedule demands
- Knowledge of universal client image creation, management and testing
- Experience with ticketing systems, active directory, VPN solutions, WLAN, LAN and basic knowledge of TCP/IP
- Proven ability working with cross functional teams
- Knowledge of client and server operating systems, and machine architectures in a Windows environment
- Knowledge of client and system architecture for Mac is preferred
- Exceptional verbal and written communication skills focused on ensuring customer satisfaction
- Proven problem-solving skills with an emphasis on quick problem resolution for a highly technical user base
- Keep abreast of technological changes/innovation and identify how they can be applied in support of company goals
- Expertise in configuration and use of iOS and Android devices
- Clear written and verbal communication skills
- Proficient with Windows and Mac hardware and operating systems – Unix\Linux a plus
- Organized and time management
- Ability to multi-task
- Must lift up to 50lbs
- Flexible schedule
Skills
- Desktop
- Windows 10
- Troubleshooting
- Customer service
- Active directory
- macOS
- Servicenow
Additional Qualifications
Customer service is the most important aspect of the job -- providing users an excellent experience in their interactions with ITSS Support.
Pay
The pay range for this position is $24.00 - $27.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
Benefits
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision; Critical Illness, Accident, and Hospital; 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available; Life Insurance (Voluntary Life & AD&D for the employee and dependents); Short and long-term disability; Health Spending Account (HSA); Transportation benefits; Employee Assistance Program; Time Off/Leave (PTO, Vacation or Sick Leave).
Schedule & Location
This is a Contract position based out of Portland, OR. This is a fully onsite position. Experience Level: Entry Level.
This response is AI-generated, for reference only.