Position Title: PC/Desktop Support Specialists (Tier 1 and 2) Employment Type:
Direct Hireand Contract-for-Hire Integral Recruiting Services is seeking a several PC/Desktop Support Specialists for one of our clients in the Waukesha County area. Our client is a managed service provider looking to grow their PC/Desktop Support team. Direct Hire and Contract-for-hire positions are available. These are ideally 100% onsite positions, but our client is open to a hybrid work model for the right individuals with the potential to work a few days onsite and a couple days from home. Reliable transportation and a clean driving record is needed since there will be travel to client sites. Job Summary: The Desktop Support Specialist will serve as the first point of contact for IT related support providing Tier 1 to Tier 2 client support for all technical issues related to hardware, software, printing, telephone, connectivity and end user account provisioning. Application packaging experience would be a plus. The Desktop Support Specialist is responsible for working all requests, incidents and problems to resolution. The Specialist will provide a full range of customer service-oriented support via telephone, e-mail, other available media and face to face at the client site when needed. Essential Job Responsibilities:
Manage a workload of support issues on a timely basis, being a positive contributor to the team’s service level agreements ensuring superior customer satisfaction.
Accurately log 100% of support calls into call tracking application. Record all actions, communications, and resolutions for issues being investigated in appropriate systems according to agreed upon policies and procedures.
Set customer expectations when opening and assigning tickets to ensure all requests/services are executed in a timely manner.
Troubleshoot basic equipment, software, network, infrastructure, audio-visual equipment and internet issues.
Perform daily systems administration and end user account provisioning.
Prepare equipment for deployment by configuring, installing, and maintaining the computer environment in compliance with organizational standards and specifications.
Responsible for location of equipment and accurate inventory records, capable of maintaining computer assets utilizing PC Asset Management technologies.
Capable of making recommendations to better assist end users and improve overall efficiency of daily operating procedures.
Continuously work to develop knowledge, skills and abilities in all the products supported.
Assist in special projects as needed.
Requirements:
High School Diploma or equivalent and two to four years of related experience is required. Associate degree in an applied technology area such as Information Systems or Electronics is preferred.
2 to 5 years of applicable support, desktop support and/or helpdesk support.
PC literate with experience using Microsoft Active Directory, Service Now or similar call tracking systems. Strong understanding of Microsoft products such as Windows OS, IT Hardware and Microsoft Office Suite. Experience working with, supporting and/or troubleshooting a variety of software such as VOIP, Cisco Meraki, Unify, Zoom, Microsoft Teams, Citrix systems such as XenDesktop or XenApp, MAC, iOS, Android operating systems and remote access software such as LogMein.
Workstation, phone system, printer, audio-visual and peripheral maintenance and support skills.
Knowledge of operating systems platforms, databases and experience working with imaging software such as SCCM preferred.
Experience using or creating scripting solutions such as PowerShell for various administrative tasks or similar tools a plus.
High energy, confident and helpful communicator that can empathize with users and provide a positive customer experience.
Ability to prioritize, take ownership and initiative to resolve customer requests, incidents and problems.
Effective documentation, data entry and typing skills required.
CompTIA A+ and other vendor certifications are highly desired.
Valid driver’s license, clean driving record and reliable transportation is needed for travel to client work sites typically within the Waukesha and Milwaukee County areas.
PLEASE NOTE: This position is not eligible for sponsorship of work authorization. Therefore, if you require sponsorship from us for work authorization now or in the future, we cannot consider your application at this time. We also desire local candidates.
