Desktop Support Level 1

Artech Information System LLC; Cary (NC); On-site; USD 40,000 - 60,000; Full time

Job summary

A large IT staffing company is seeking a candidate for a technical support role based in Cary, NC. The ideal candidate will have experience in desktop support, strong problem-solving skills, and familiarity with ITIL practices. Responsibilities include diagnosing hardware and software issues and assisting users through various communication channels. This contract-to-hire position requires effective coordination with vendors and a solid understanding of technical support tools and applications.

Qualifications

• 1-2 years of help desk, customer service, and support experience.
• Experience in enterprise call center environment.
• Knowledge of ITIL V2 or V3, particularly Service Desk processes.
• Knowledge of ITSM ticketing tools: Remedy, HP Service Centre, Peregrine Service Centre.

Responsibilities

• Provide hardware/software/network problem diagnosis/resolution via phone/email/chat.
• Administer user account provisioning.
• Coordinate relationships with vendors and support staff.
• Support laptop, desktops, and printers; handle VPN/dial-in users.
• Apply ITIL processes (Incident/Problem/Change) in service desk operations.

Skills

Desktop/Desk side support

Windows experience

Customer service

Problem solving skills

ITIL knowledge

Active Directory

ITSM ticketing tools

Remote desktop applications

MS Office Suite

VPN support

Tools

Active Directory

Remedy

HP Service Centre

MS Office

WebEx

Live Meeting

MS Office

Job description

Artech is the 10th Largest IT Staffing Company in the US, according to Staffing Industry Analysts' 2012 annual report. Artech provides technical expertise to fill gaps in clients' immediate skill-sets availability, deliver emerging technology skill-sets, refresh existing skill base, allow for flexibility in project planning and execution phases, and provide budgeting/financial flexibility by offering contingent labor as a variable cost.

Job Description

Primary Skills

• Should have experience into Desktop/Desk side support/ Windows experience (Windows Based)
• Should have experience in working in enterprise call centre environment.
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• 1-2 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
• Phone support experience necessary.
• ITIL knowledge of V2 or V3. Especially on Service Desk, Incident, Problem, and Change Management
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Centre, Peregrine Service Centre
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bombard, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Qualifications

Additional Information

Client : HCL America; This is a Contract-to-Hire role.