Desktop Support
Desktop Support
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1 Vacancy
Job Description
Job Title: L2 Tech support
Location: Green Bay WI
Contract: 6 months contract
Job description:
- Provide break/fix support for desktops laptops and peripherals
- Re-image devices and reinstall/configure applications as needed
- Troubleshoot Windows OS hardware and enterprise applications
- Coordinate with third-party vendors for escalations and hardware replacements
- Document issues and resolutions in the IT service management system (ServiceNow Remedy etc.)
- Comprehensive understanding of PC hardware software operating systems directory services printing and applications required.
- Application support: Include all applications in the computer. If this is the global application coordinate with the second level team to resolve the issues.
- PC: Desktop/Laptop installation book end users schedule for upgrade/refresh perform users existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh and ensure they are as per order in the upgraded/refreshed computer.
- Printers: Support all printers support network configuration driver installation and vendor coordination for setup/repair of faulty devices etc.
- Install and Configure desktops laptops mobile devices and associated Peripherals and related Software.
- Excellent understanding of Windows 10/11 OS Android OS Mac OS MS Office Basic LAN /WAN Issues Wi-Fi Configuration Application Software Configuration VOIP Phone Software installations
- Provide onsite and remote technical assistance to End Users.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Develop standard configuration and documentation Develop installation and configuration procedures documentation (KB/KEDB and SOPs)
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Coordinate with Level 3 support groups and project teams for service delivery enhancements maintenance and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
- Good understanding of O365 and related support activities
- Good understanding of Active Directory User/Group Management DNS Group Policy Networking and Firewall
- Providing 2nd line technical support incident & problem management through effective management of Service Desk Tool
- Experience of working within SLAs and ITIL processes
- Effective written and verbal communication skills
- Very strong people skills to manage multiple stakeholders including users senior management IT teams project teams vendors.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
