Desktop support

Job Title: Desktop support

Location: Louisville KY

Duration: 6 months

Roles & Responsibilities

• The Desktop Support Technician maintains, repairs, and troubleshoots desktop hardware and software packages.
• Also responsible for customer service and end-user training.
• The Desktop Support performs advanced administrative/operational/customer support duties that require independent initiative and judgment
• The Desktop Support researches and resolves technical problems of moderate complexity, typically escalated from first line support teams
• Responds to escalated telephone, email, and online requests for technical support.
• Documents, tracks, and monitors the problem using applicable systems and tools.
• Decisions are typically focus on methods, tactics, and processes for completing administrative tasks/projects.
• Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes, and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge.
• End-user devices (e.g., desktops/laptop/notebook/tablets)
• System software associated to End-User and Distributed Computing Services.
• Deskside support to End-Users as necessitated by the circumstances of the requester (e.g., Incidents, Service Requests, request of information) and Service Levels.
• Dispatch and monitor break/fix repairs, including Services performed by other 3rd party vendors.
• Work is managed and often guided by precedent and/or documented procedures/regulations/professional IMAC Services for hardware and software.
• Tracking of the inventory of in-scope software and hardware as required by Humana following asset management process