Desktop Support

V-Soft Consulting is currently hiring for a Desktop Support for our premier client location White-water, WI. Please kindly go through the job description which is mentioned below. Please share me your update resume.

Position Description

Working Title: Desktop Support Technician

Department: Instructional Communications Information Technology (ICIT)

This position is up to 3 months, all work to be performed on-site and first shift.

Position Summary: This position works under the general supervision of the Desktop Support Team Lead and provides direct support to the campus community for desktop hardware, printers, mobile devices, software issues and other campus technologies. The position supports the Technology Support Center (TSC) Help Desk on a daily basis, providing support to Tier-1 technicians over the phone, chat and in person. Primary duties include diagnosing and resolving desktop problems, configuration and troubleshooting printers, mobile devices and other campus technologies. The campus environment consists of Windows & Macintosh operating systems.

The Desktop Support Tech will be responsible for technical support documentation to include writing and approving knowledge base (KB) content. The position will also be responsible for management of the T-2 Desktop Support incident queue as well as resolving or completing incident tickets within campus and department defined service level objectives. The Desktop Support Technician is a customer facing position and works with various customers, including faculty, office staff, and campus administration.

50%A. Technical Support for Desktops

A1. Provide advanced troubleshooting skills to Desktop Support related incidents.

A2. Provide advanced level support for the TSC Help Desk, Tier-1 technicians over the phone, through web chat and in person.

A3. Provide advanced level support for the Total Desktop Care (TDC) technicians as needed for technology implementation.

A4. Provide consistent updates and communications to the technical support teams for all open Tier-2 Desktop Support incidents.

A5. Manage the Tier-2 Desktop incident queue to ensure all Desktop related issues are resolved or escalated within campus and department Service Level Objectives (SLOs).

A6. Manage warranty related incidents with campus technology vendors.

A7. Develop technical documentation for supporting campus technology.

A8. Develop KB documentation and content to be used by IT support staff.

A9. Follow established procedures for tracking technology problems and solutions.

35% B. Customer Support

B1. Provide second-level customer support for Desktop related questions and issues.

B2. Provide communications to customers for all open incidents.

B3. Work with customers to conduct assessments of technology needs and determine the best solutions to technology problems or challenges.

B4. Conduct consultations with customers to assist in appropriate use of campus systems and resources.

B5. Assist customers in understanding the appropriate use of campus technologies.

B6. Assist users in understanding and adhering to enterprise IT standards, policies, and procedures.

B7. Develop technical documentation and training materials for customers as needed.

10%C. Research and Testing

C1. Research, evaluate, and provide feedback on problematic issues.

C2. Research, test, recommend and support the tools used to help other IT professionals.

5%D. Personal and Professional Development

D1. Participate in a program of personal and professional development jointly defined by the employee and management.

D2. Attend local/national training, meetings and seminars as approved by management.

D3. Stay abreast of changing technologies by reading professional journals, attending workshops and consulting with colleagues both internal and external to the university.

Knowledge, Skills, and Abilities Required:

• Experience in maintaining Windows operating systems and hardware
• Experience in maintaining Macintosh operating systems and hardware
• Experience working with equipment vendors and warranty policies
• Experience troubleshooting technology support issues
• Excellent analytical and problem-solving skills
• Excellent organizational and time management skills
• Experience with maintaining desktop systems for customers in a production environment
• Experience with Pharos print and desktop management services
• Experience with ImageNow and electronic document management solutions
• Experience with tools for desktop workstation management in an enterprise environment
• Ability to evaluate and test desktop software and different configurations
• Ability to work with customers with varied skill levels in using technology including campus executive staff
• Ability to communicate technology concepts to customers clearly in writing and speaking
• Ability to communicate technical issues to colleagues and management clearly in writing and speaking
• Ability to work collaboratively in a team environment to achieve common goals
• Will be an active participant in the following applicable safety rules and regulations including necessary training and drills.

Preferred:

Two-year degree in a technology-related field or equivalent work experience.

Apple Certification

Microsoft Certification

Experience with HP Service Manager

Job Type: Contract