Job Title : Deskside Support Technician
Location : Lincolnshire, IL
Duration : 6 Months

Job Description:

Please find below the updates. Please share relevant profiles asap.

ACSP (Apple Certified Support Professional) certification or Apple Device Support certification: Not Mandate. If you can find candidates who are undergoing trainings. We can review them, but it is not mandate now.
Please look for candidates with Hands-On experience. Supporting Apple MacBook laptops as a primary area of responsibility.
We would seriously consider someone who can demonstrate that they have supported a decent number of MacBooks in a corporate environment even if they have not yet achieved the official ACSP certification.
We will not consider the experience of a candidate who helped to fix family member’s MacBook.
An exciting opportunity for a dynamic and self-motivated IT professional to join the workplace support team delivering Deskside/Mac support.

We are seeking a technically skilled, experienced, and enthusiastic individual dedicated to customer service.

Position Summary
Drive high level of customer service and satisfaction
Manage incident and service request queues to ensure SLA’s are met
Provide resolution on software and hardware incidents
Work with offshore capabilities to deliver efficient and effective customer service
Review and take part in problem management activities
Fulfill service requests for varied IT equipment
Drive compliance to internal and external processes and standards
Initiate service improvements to the overall service
Maintain knowledge repository documentation
Take part in change management activities as required
Flexibility to work in shifts during business hours
Roles and Responsibility

§ Install, upgrade, support, and troubleshoot Windows and Mac authorized desktop applications, hardware, and peripheral equipment.

§ Diagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, PowerBook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone, iPad, and peripherals, such as scanners and local and network printers.

§ Install standard SOE Image on desktops and laptops.

§ Configure and troubleshoot Smart phones.

§ Provide assistance to remote server team on Server OS and server hardware.

§ Server hardware racking and stacking (optional)

§ Basic troubleshooting of data network/telephony devices/projectors/meeting room facilitation.

§ Basic troubleshooting of LAN/WAN/backup-restore/printers.

§ Provide technical assistance and training to end users on computer operating systems and standard applications.

§ Instruct and assist end users in the use of computer equipment, software, and accessories.

§ Ability to evaluate and test new technology for feasibility and implementation within IT environment.

§ Document all support activity within the IT incident and request management tracking tool.

§ Coordinate efforts with 3rd party vendors to repair faulty hardware.

§ Customer escalation handling.

§ Physical move of asset between IT stock location.

§ Provide remote support for users across United States (home based users).

Key Skills

Strong 2nd line technical skills.
Strong written and verbal communication skills.
Process documentation.
ITIL process knowledge.
Customer service.
Essential Technical Skills

Strong experience in Mac OS and hardware troubleshooting
Windows 7/10 Operating System
Strong experience in desktop/laptop hardware (Lenovo/ HP/Dell) troubleshooting
SCCM (use of for deployment of Operating Systems and Applications)
Intune (use of for deployment of Operating Systems and Applications)
Bitlocker encryption
Experience with network devices, network protocols, DNS, VPN, and load balancing
Software and application Troubleshooting
ITSM tools - ServiceNow
Education & Experience

§ Three years or more College diploma or any graduate degree

§ ACSP (Apple Certified Support Professional) certification or Apple Device Support certification

§ ACMT certification

§ CompTIA A certification or the CISSP certification - Preferred

§ At least 5 years of experience in Deskside/Mac support operations in mid/large customer environment.

Job Type: Contract

Application Question(s):

• Are you comfortable with Lincolnshire, IL (onsite )
• Best email ID to reach?

Experience:

• ACSP: 1 year (Preferred)
• MAC: 5 years (Preferred)
• Technical support: 5 years (Preferred)

Work Location: In person