Level 2 Deskside Support

  • Full Time
  • Anywhere

Provide Hardware and Application Support: for desktops, laptops, tablets, workstation devices, mobile devices, printers, and software. Diagnose and solve unique one-time problems, reimage systems and engage in computer networking. Work with purchasing staff to buy replacement hardware and software as needed.

Manage user accounts via MS Active Directory.

Install Software Upgrades: complete hands-on fixes for desktops and laptops that include software installations and upgrades, perform file backups and configure new systems and applications. After completing installations, test new computers according to established guidelines

Create and Maintain Documentation: Documentation is a major requirement for this role. You will record, track, and write notes that related to the problem-solving process, including decision outcomes, actions taken, and final resolutions, submitting accurate call logs, itemizing customer interactions and ensuring data in the ticketing system is accurate so reports can be used to evaluate the customer’s experience, process health and team performance. Additionally, you will create knowledge records that can be used by the Level 1 Help Desk team or customers via the self-help portal.

Sustain a collaborative work environment by keeping peers, process partners and management informed of trends, significant problems, unexpected delays and anything new in the environment.

Required Skills & Experience:

3+ years’ experience as a desktop technician supporting issues with Microsoft Office Suite, Windows 10, iOS, OSX, Active Directory, Standard Desktop Image, Remote Access, VPN, Printer Troubleshooting and basic cabling.

3+ years’ experience imaging, configuring and support the deployment of new computer systems, installing & configuring hard drives.

Ability to troubleshoot and resolve basic network issues including data sharing issues and WIFI and wired troubleshooting.

Preferred Skills & Experience:

Associate’s degree or combination of professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), Microsoft Certified Solutions Expert (MCSE)

ITIL Foundations Certification

1+ years’ experience processing Incident, Problem, Service Request and Change Management processes using ServiceNow

2+ years’ experience managing support issues with Microsoft Office Suite, Windows 7, iOS, OSX, Standard Desktop Image, Remote Access, VPN, Printer Troubleshooting and basic cabling.

Required Behavioral Competencies:

Time Management: Work independently and pace self to multitask and complete jobs successfully.

Analytical Thinking: Address a problem by using a logical, systematic, sequential approach.

Apply Technology to Tasks: Uses available diagnostic tools to identify issues.

Communication Skills: Knows listening is essential to understanding, keeps people informed, shares information and provides constructive feedback.

Writing Skills: demonstrated ability convey instruction and explanations in plain language when communicating with customers and support partners via help desk tickets and emails.

Customer Focused: Talks to customers to find out what they want and how satisfied they are with what they are getting.

Diagnostic Information Gathering: Identifying the information needed to clarify a situation and drawing out the information when others are reluctant to disclose it.

Decision Making: Able to make decisions and solve problems involving varied levels of complexity, ambiguity and risk.

Forward Thinking: Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies.

Initiative: Identifying and dealing with issues proactively and persistently; seizing opportunities that arise.

Results Oriented: Focus personal efforts on achieving results consistent with the organization’s objectives.

Teamwork: Ability to effectively work and complete assignments in group setting, works cooperatively with others to achieve common goals.

First Shift: 8:00 a.m. – 5:00 p.m.

Candidates should be flexible with work hours to work 9:00 a.m. – 6:00 p.m. when needed.

Skills:

Microsoft Office, Windows 10, Ios, OSX, Active Directory, Imaging, Remote Access, VPN, install & config, ITIL, CompTIA A+, windows 7, migration

Additional Skills & Qualifications:

Motivated, willingness to provide basic level support but desire to gain more experience to take on higher level responsibilities; can receive tasks and independently fulfill what is being ask with little to no supervision

About TEKsystems:

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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