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Desktop Support Technician

Posted 2 months ago

Our client is a multibillion-dollar company that provides end-to-end managed services, technology and consulting to enable the digital workplace for small to enterprise businesses. Join their team to be part of delivering individualized experiences to a diverse range of clients in a collaborative and productive workplace environment.

Position: Desktop Support Technician
Location: Lisle, Illinois 60532
Hourly Rate: $25.96/hr.
Term: 3 Months Contract to Hire

Day-to-Day Responsibilities:
  • Monitor ServiceNow incidents as they come in, assign to Tickets to Techs based on their assigned region or capacity
  • Prioritize Tech workload based on customer escalations or those Tickets that come in as a P1 or P2
  • Technical SME for the Tech 1 & 2 resources – available to assist with complicated technical issues
  • Responsible to guide and train Tech 1 & 2 resources
  • Adjust schedule to personally resolve Tickets to meet SLA’s, train resources, and stay current with the technologies and common issues impacting the environment.
  • Onsite POC (Point of contact) for the customer.
  • Identify if the issue or escalation brought by the customer requires management review or approval. Escalate to CSD (Customer Service Delivery Manager) when out of scope of the Lead decision making level.
  • Review with the CSD issues pertaining to Tech performance.
  • Provide email documentation outlining the concerns and impact to the customer.
  • Laptop imaging, auto-pilot reset HQ/HO Radiology deployments.
  • Inventory management of onboarding stock. 

Requirements:
  • Desktop Support (Win10 and Office 365)
  • Break/fix support on Dell & Lenovo
  • 3-5 years desktop support experience with a minimum of 1-2 years in a lead role
  • CompTIA A+ required