Role : Desktop Support
Location : Mehoopany , Pennsylvania 18629 (Day 1 Onsite)
Contract to Hire
Job Description:
The Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues.
This role will work closely to resolve issues with end users, the service desk team, and their team lead.
Responsibilities:
Provide high level of customer service
Provide phone and deskside support to end users across the site
Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary
Take ownership of issue\request through resolution or escalation
Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action
Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation
Additional Responsibilities:
Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool
Ensure that work is carried out within agreed Service Levels. (SLA's)
Client on-boarding, transfers, and off-boarding efforts
Maintain high level of accuracy of AMDB
Availability during weekend and after hours as per rotational roster
Finish Projects (asset refresh etc) in a timely manner
Work on IMACDs and off hours move requests
Work with the team lead to make the team lead successful and be a great team player
Help users facing issues with Mobile Devices
Show urgency in helping C suite users and provide exceptional service
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