Desktop Technician - Level 2
CHICAGO-60617, IL, US
08/03/2018
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Required Skills
Office products, PC literacy skills
Company
Infinity Consulting Solutions, Inc
Experience
2 to 4 Year(s)
Job Description
DESKTOP SUPPORT – LEVEL 2
A national healthcare organization is actively looking for an experienced Desktop Support technician with a Level 2 support background. The ideal Desktop Support – Level 2 Technician will have experience providing premier support including laptop configuration, installation, deployment, and remote access as well as working directly with executives and senior management. As part of the support team, you will receive direction from the Executive Liaison for services requested by the client such as configurations and deployments. It is critical that accurate records of all activities are maintained using the ServiceNow ticketing system and that the focus to detail is kept throughout the delivery of the services. The Desktop Support – Level 2 Technician will maintain a proficient knowledge of technical programs and is able to assist end users with a variety of problems and offer a professional attitude, and outgoing and pleasant personality.
Responsibilities
Respond to incidents assigned to the desktop services team and resolve customer problems
Troubleshoot and research were necessary Level 2 type issues
Act as a final point of contact for resolution of issues
Document customer incidents in call tracking system
Interact with customers and co-workers to diagnose and resolve problems
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems Support feature, functionality, and usage of specific applications
Troubleshoot software and hardware problems
Provide level 2 technical support
Stay current on and adhere to established policies, procedures and documentation
Requirements
2+ years of hands on Desktop Support experience
Previous experience working with executive level end users and providing 'white glove' service is desired
Detailed knowledge of Office products including 2010 and 2016(Word, Excel, PowerPoint) to include installation and troubleshooting.
Microsoft Outlook Knowledge of Citrix and VPN Windows 7 and Windows 10 Operating Systems
Active Directory and application support knowledge IT certification or related coursework
Ability to install and configure Client laptop hardware and software to include site-specific applications
Experience with remote control and remote hardware troubleshooting and software installations.
Experience using ticket systems (i.e. ServiceNow)
Strong customer service skills
Technical aptitude with strong PC literacy skills
Effective listening skills Ability to follow policies and procedures; attention to detail
Strong enthusiasm and desire to learn
Work well in a team environment
Strong written and verbal communication skills
Self-motivation and organization
Strong communication skills and professional presence (verbal and written).
MCP or MSCE certification is a nice to have.
Desktop Specialist
Information Technology
No Preference
Contract To Hire
Other
1
Candidate Requirements
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Bachelors
Walkin Information
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Recruiter Details
Doug Klares
1350 Broadway, Suite 2205,
NEW YORK-10018, NY,
US
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