Job Title: Desktop Support Specialist
Job Duration: 3 Months- Contract to Hire
Job Location: Milwaukee, WI - Will be in the office to start with the possibility of hybrid after they prove them self but would only be a day or 2 from home at the most
Client: Veolia Water (formally Suez)
Client Notes:
• Highly proficient in common computer applications and operating systems especially MS Windows 10, MS Office, and Google Workspace.
• Experience installing, maintaining, and troubleshooting computer and communications hardware.
• Experience in use of routine and advanced Service Desk tools and techniques (remote assistance, PC Imaging, ticketing and knowledgebase systems).
• Experience supporting smart phones, tablets, wireless technologies, networks and operating systems.
• Experience with Active Directory, Google Workspace, Imaging, Citrix, Cisco VPN, TCP/IP, ServiceNow or other ticketing system, MDM, Office 365, Ring Central, Zoom, and Remote tools.
• Detailed, hands-on knowledge of computer hardware, applications and network technologies; ability to learn new technologies quickly and to effectively retain and apply new knowledge.
• Strong customer service and interpersonal skills.
• Strong verbal and written communication skills and interact effectively at all levels within the organization.
• Strong problem-solving skills and inherent decision-making ability in resolving complex issues at the highest technical level; able to take initiative and be assertive to solve problems.
• Ability to organize work in an efficient manner and handle multiple projects/responsibilities at a time.
• Ability to coordinate operations activities in accordance with other information technology functions.
• Works well under stress and time pressures to meet deadlines.
• Self-motivated and ability to work with minimal direct supervision.
• Accuracy and attention to detail.
• Ability to work until the job is complete (may be beyond traditional working hours including weekends). Must be able to work occasional evenings and/or weekends for cutovers.
What You'll Do:
- Responsible for all walk-up advance support at site area locations.
- Troubleshoot and resolve all issues related to computer hardware, operating systems, company-approved applications, and network connectivity.
- Responsible for all equipment setups re-images & software installs.
- Implementing software and hardware updates and upgrades in compliance with the Network Operations Center guidelines.
- Assist in the development and maintenance of Support Center documentation in Confluence.
- Process all ServiceNow tickets within established SLA's.
- Supervise the Tier 1 Deskside Support Analyst tasks.
- Provide Tier 2 level support to the Deskside Analyst and users from the office.
- Logs all customer questions, requests, and problems and track the issues through to resolution.
- Resolves complex end-user problems using documented procedures and available tools.
- Escalate IT issues and assist with 2nd and 3rd level support.
- Provides on-site support for new installations, demobilizations, changes, moves, and repairs.
- Responsible for new computer imaging and end user setup.
- Installing networking and server equipment and setting up and configuring new printers.
What You Bring:
- Over 4 years of experience in IT support.
- Associates degree or technical school certificate in an IT-related field is highly desired.
- Microsoft and ITIL Certification is highly desired.
- Familiarity with water and waste water treatment is highly desired.