Overview
Hybrid
$30 - $34
Contract - W2
Contract - 12 Month(s)
Skills
Windows
Windows server
MacBooks
Active Directory
Printers
Dell hardware
Mobile devices
Telephony
Basic networking
Job Details
12+ month contract with potential to extend/option to hire. Client: Major St. Louis leading Fortune 300 global company and one of the largest organizations in its industry earning over $75 B annual revenue.
Overview:
Provide second-tier support for IT incidents and requests from associates via phone and email to resolve problems regarding hardware, software, and peripherals. Use detailed knowledge of the infrastructure environment to effectively deliver IT and business requirements. Resolve as many requests as possible during first contact, determine urgency of needs, prioritize, and respond to support requests by taking corrective action. Provide customer-oriented follow-up in a courteous, efficient, and timely manner. Resolve and close service requests using ServiceNow software.
Role:
- Respond to escalated service requests from help desk associates and other team specialists, working to identify, troubleshoot, and resolve operator problems and make or coordinate repairs.
- Responsible for second level support and appropriate follow up on IT systems including PCs, MacBooks, printers, terminal servers, and related IT hardware and software escalations.
- Clearly document and effectively prioritize client requests into ServiceNow.
- Clearly identify, isolate, document, and define problems; resolve them in a timely manner according to SLA processes.
- Complete required project activities.
- Install software, desktop/laptops systems and peripherals.
- Update documentation as needed.
- Maintain high customer satisfaction by representing IT courteously, professionally, and effectively.
- Maintain and organize inventories.
- Manage and organize support information knowledge base.
- Proactively identify areas of improvement to management, and lead/participate in solution design.
- Off hours contact for any IT related issues including disaster recovery.
- Follow standard operating procedures, policies & directions.
Qualifications:
- 4 - 7+ years of technology/desktop support experience
- 2 - 3 years experience with Enterprise MacBook support.
- Knowledge of Windows Server environment administration (Active Directory).
- Proficient with Windows desktop environment (Win 10 & Microsoft Office).
- Basic TCP/IP networking.
- VoIP telephony is a plus.
- Windows Terminal Server end user support is a plus.
- Mobile device support
- Printer technologies.
- Dell workstation hardware.
- Video conference & meeting room technology is a plus.
- Excellent communication & organizational skills.
- Strong telephone and customer service skills.
- Strong analytical and problem-solving skills.