Job Description :
L3 Desk-side Lead with Hospital experience to work for one of the prestigious customer to support their end customer from the Hospital industry in & around Chicago. Expectation is to have real-time experience working for medium-to-large hospitals during the last 3 ~ 5 years.



- Accurately testing, identifying, repairing, resolving, and documenting end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys, Smartphones and basic printer support

- Support users with Apple Mac and IOS devices

- Support Multifunctional Devices (MFD) for issues like Scan to Email, Scan to Fax, Email to Fax etc.

- Support In-country PBX networks and PSTN interfaces

- Support Hardware/Software selection and Procurement effort

- Support Hardware Refresh, Redeployment and Disposal activities

- Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support

- Reimaging computers/hard drives in accordance with customer standards

- IMACD function including installation and decommission.

- Backing up and restoring settings and associated systems administration activities

- Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.

- Categorize and prioritize end user support requests and service requests by utilizing ITSM ticketing tools such as Service Now, HP Service Center to track tickets and provide up-to-date status and information.

- Move equipment associated with escalated help desk incidents and service requests

- Performing asset inventory activities as needed.

- Trains and orients users on use of hardware and software.

- Recommends and / or performs upgrades on systems to ensure longevity.