Tier-2 Help Desk Support

Career Crunch; Battle Ground (WA); Sur place; USD 52 000 - 68 000; Plein temps

Résumé du poste

Career Crunch is seeking a capable Desktop Support Analyst to provide application and desktop support, troubleshoot PC, network, phone, printer hardware and software, and mobile devices for business users.

You will act as the single point of contact for end users, participate in technology refresh projects, and deliver in-person, desk-side and remote support with professional communication.

Qualifications

• Bachelor's degree or Associate degree in IT with 3–5 years of experience.
• Excellent customer service and communication skills.
• Experience with ITIL-based ticketing; ServiceNow is a plus.
• Desktop imaging and asset management experience.
• Ability to coordinate resolution activities as single point of contact.

Responsabilités

• Provide application and desktop support to business users.
• Troubleshoot PC, network, phone, printer hardware/software, and mobile devices.
• Deliver in-person, desk-side and remote support.
• Participate in technology refresh projects.
• Act as initial point of contact for IT issues and coordinate with involved parties.

Connaissances

Customer service

Prioritization

Adaptability

Formation

Bachelor's/Associate degree in IT

Outils

ITIL ticketing tools

ServiceNow

Active Directory

Citrix

Remote Desktop/Remote Assistance

Description du poste

The selected candidate will provide Application and Desktop Support services. This includes troubleshooting for PC, network, phone, printer hardware and software, mobile devices, handhelds. The selected candidate will also participate in technology refresh projects, provides in-person, desk-side and remote support to business users. In addition, the Desktop Support candidate will serve as the initial point of contact for troubleshooting all IT related problems. The ability to communicate effectively and professionally with business users, clients and internal IT support elements is a must.

Requirements/Qualifications

• Excellent customer service, interpersonal and communication skills
• Strong prioritization skills
• Ability to adapt to changing technologies and learn new technologies
• Bachelors in Information Technology or Associates plus 3-5 years of Experience
• Experience with ITIL focused ticket management tools. ServiceNow is a plus but not required.
• Desktop/Laptop Imaging experience
• Hardware & software Application Maintenance and Support
• Perform asset management requirements
• Comply with Williams IT Standard Processes and Procedures
• Comply with IT Client Services organization and IT security policies
• Coordinate resolution activities with all involved parties, but serve as the single point of contact for end users
• Duties as assigned by manager

Technology Requirements

• MS Office 365, Microsoft Teams, Windows 10, PXE with imaging computers, Edge, Internet Explorer, Active Directory, iPhone support, Citrix, Remote Assistance/ Remote Desktop, HP Desktop/Laptops, Multi-Function printers