Job Details

Desktop Support - Level 2

WASHINGTON-20003, DC, US
11/05/2018

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Required Skills

    Active Directory
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 working directly with executives and senior management as well as be responsible for handling tickets (ServiceNow is preferred) from a ticket queue in a timely manner and assisting users with various advanced systems issues. 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 'white glove' support. May be asked to assist in special projects coordinated by the client.

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



Requirements

2+ years of hands on Desktop Support experience

Previous experience working with executive level end users is desired

Detailed knowledge of Windows 7 (installation, troubleshooting) as well as working knowledge of Windows 10.

MCP or MSCE certification is desired.

Detailed knowledge of Office products including 2010 and 2016(Word, Excel, PowerPoint) to include installation and troubleshooting.

Detailed troubleshooting of Outlook including PST's and configuration.

Ability to troubleshoot LAN and Remote connectivity issues in a TCP/IP environment.

Ability to take over executive's laptop to troubleshoot remotely.

Ability to install and configure Client laptop hardware and software to include site-specific applications.

Blackberry Enterprise Services (UEM, Work, Access apps) to include activation and troubleshooting.

Experience with remote control and remote hardware troubleshooting and software installations.

Knowledge of Active Directory environment (user creation, group membership, password reset, account restrictions)

Experience identifying and removing security threats (Viris/spyware/malware)

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




Desktop Support
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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