Desktop Support - Level 2
HOUSTON-77002, TX, US
02/18/2019
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Required Skills
Company
Infinity Consulting Solutions, Inc
Experience
2 to 4 Year(s)
Job Description
DESKTOP SUPPORT – LEVEL 2
Actively seeking 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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