L2 Service Desk / Help Desk Technician (Hybrid – Chicago) for our client.
Title: L2 Service Desk / Help Desk Technician Location: Hybrid – Chicago Downtown Hourly: $40 - $45 per hour Duration: Long Term
Must Have:
Strong Customer Service and Communication skills
Strong and detail troubleshooting experience with Apple products like Mac, MacBook, iPhones, etc.
Background
As a member of the Service Desk team, the candidate will provide high quality support with very good customer service, technical expertise and timeliness
This position has frequent contact with C-Level and Managers
The candidate will work in a team environment with a collaborative approach to resolving customer problems
Required Skills: As a Service Desk team member, should possesses minimum of 7-8 years technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
User management using Active Directory
Hands-on experience with imaging of laptops, pcs and hardware
Experience with SCCM would be a huge plus
Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
IMAC support including large scale/bulk office moves/re-stack activities (all moves)
Support for Operating System, base load software, O365 and other business application
Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
Support for the Mobility devices (IOS/iPhone/IPads)
Manage ServiceNow ticket queue and ensure they are resolved and closed within the defined service level maintenance
Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
Nice to Have: Perform data center/server room/IT room facilities management operations for basic Hands and Feet administration duties that includes:
Physical support (Racking and Stacking) of servers, network devices and other equipment’s during the support, changes, upgrades, commissioning and Decommissioning activities
Rack cabling, clean cable routing and cable management within racks
Support for Component upgrades, swaps, change-out, Lights-on verification, reboots
Understand the installed infrastructure design at all locations including potential impact on business services in the case of infrastructure issues/outages
