IT First Touch Specialist

IT First Touch Specialist

Vacancy expired!

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Our client is looking for an on-site customer-service oriented IT First Touch Specialist. This role will provide day to day "first touch phone and walk-up support for IT hardware, software and networking inquiries coming from 2500+ global employees.Responsibilities:

• Standard day shift, On premise work location
• First point of contact for all IT issues, quickly responding to requests
• Follows scripted IT handling / engagement procedures
• Triages and categorizes incidents and requests, ensuring all tickets are properly documented and assigned
• Uses remote support tools to further diagnose and troubleshoot issues at remote locations
• Routes issues not resolved on initial contact to the correct team for resolution
• Partners with ITCS Enablement Team and others in IT to ensure proper handoffs and follow through
• Educates end users on self-service support tools and best practices
• Assists in documentation of troubleshooting procedures that can be shared in the knowledge base
• Assists in identification of trends in incidents, recommending review of recurring issues
• Services supported include hardware (desktops / laptops, mobile devices, printers, file shares), video conferencing, WAN and VPN networks and phones, business applications, Active Directory administration, and collaboration tools such as Office365 and email

Required Qualifications:

• Has a minimum of 1 year - helpdesk experience
• Entry level experience in the support of the Microsoft and Macintosh based equipment
• Strong interpersonal skills with a passion for customer service

Physical Requirements:

• Able to lift computer hardware, ranging from 0-50lb
  
  

Full COVID-19 vaccination may be required.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. eXcell Supports Equal Employment Opportunity eXcell , a division of CompuCom Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.