ADMINISTRATOR L2

Wipro; Scottsdale (AZ); On-site; USD 38,000 - 84,000; Full time

Job summary

Wipro is seeking an experienced Desktop Support professional in Scottsdale, AZ to provide end-user support across PC hardware, software, and network issues. You will monitor queues, escalate as needed, and maintain high customer satisfaction while complying with IT group practices.

Responsibilities include IMAC services, desktop troubleshooting, and updating knowledge bases. Candidates should hold A+, Cisco or Microsoft certs and be able to work flexible schedules in a fast-paced environment

Qualifications

• Experience in End User Desktop Services
• High level of trouble shooting and remediation, coordinating across groups
• Monitor queues to resolve routine and non-routine desktop issues
• Escalate issues as appropriate and act as a technical escalation for end users
• Update Remedy and knowledge base data in a timely manner

Responsibilities

• Perform IMAC (installs, moves, adds, changes) for PCs, laptops, printers, POS devices
• Provide 1st/2nd level Help Desk support
• Handle software installation, support, and upgrades
• Ensure basic LAN and internetworking troubleshooting
• Maintain strong customer service and communication throughout ticket lifecycle

Skills

Troubleshooting

Customer service

Communication

Self-starter

Teamwork

Time management

Education

A+ certification

Cisco certification

Microsoft certification

Tools

Windows 11/10/7

Office 365

Remedy

Networking basics

Job description

• High level of trouble shooting and remediation. Work with resources out of their group, providing coordination. Multi-tasking required.
• Constantly monitor individual queue to resolve routine and non-routine desktop issues and requests
• Escalate issues as appropriate and act as a technical escalation for the end user
• Maintain a high level of customer satisfaction
• Comply with the desktop group practices and procedures
• Update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
• Identify technical and process issues and recommend improvements
• Achieve target ticket volumes and ticket resolution levels
• Responsible for compliance with applicable corporate policies and procedures
• Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
• Follows the processes, practices established for the group
• Coordination and consulting with client areas to help analysis problems and needs and recommend technical solutions
  

Job Description

• Experience in End User Desktop Services
• High level of trouble shooting and remediation. Work with resources out of their group, providing coordination. Multi-tasking required.
• Constantly monitor individual queue to resolve routine and non-routine desktop issues and requests
• Escalate issues as appropriate and act as a technical escalation for the end user
• Maintain a high level of customer satisfaction
• Comply with the desktop group practices and procedures
• Update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
• Identify technical and process issues and recommend improvements
• Achieve target ticket volumes and ticket resolution levels
• Responsible for compliance with applicable corporate policies and procedures
• Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
• Follows the processes, practices established for the group
• Coordination and consulting with client areas to help analysis problems and needs and recommend technical solutions
  

• Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc.
• Perform intermediate-to-advanced deskside support services installing and troubleshooting hardware, software, and network related issues
• Handle software installation/support/upgrades
• Provide 1st/2nd level Help Desk support
• Perform basic LAN and internetworking related activities
• Have strong internetworking and troubleshooting skills
• Have A+ certification & at least one certification from either Cisco or Microsoft
• May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)
• Must be a self-starter and can manage multiple tasks
• Exceptional customer service skills
• Good communication skills
• Ability to work independently or as part of a team
• Ability to complete tasks effectively with minimal supervision
• Must be available to work flexible work schedules
• High-level skill set
• Outstanding people skills
• Self-starter, needs to be able to work on his/her own
• Proficient in Windows 11/10 and 7 and Office Suite/O365
  

Mandatory Skills: SD - Remote Desktop Support .

Experience: 1-3 Years

The expected compensation for this role ranges from $37,500 to $83,600 .

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.