Position: Desktop Support Engineer

Location: 1 North Waukegan Road North Chicago, IL 60064 (On-Site)

Duration: 12 Months

Client : HCL (AbbVie)

Minimum experience – 48 Months of technical experience in Desktop and Technical Support, Service Delivery

Desired Qualifications: BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience. A Technical Certification (Microsoft/HP/Dell) and ITIL Certification would be an added advantage on this role.

Has proficient experience to fulfill the role and demonstrate the attributes listed in the following tables.

Responsibilities:

• Provide customer facing end-user support that includes:
• 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, MS Office suite and other business application
• Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
• Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
• Support for the Mobility devices (Android/iOS/iPhone/iPads)
• VIP and home-based office (HBO) user support
• Imaging/Re-imaging end user systems on approved tickets
• Supporting End User Device Lifecycle Management as per Client policies and procedures
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform managed print service invoicing/meter read/polling report verification
• 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.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis
• Provide technical orientation and training for new Client employees on existing systems and software
• Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.
• Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.
• Provide weekly reports as requested by Customer
• Implement best practices in the stores to resolve issues
• Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services
• Participate in team projects as requested.
• Support End-User data backup, storage and recovery Services for all End-Users
• Coordinate with End-User or other site staff to schedule on-site technical support visit in response to an Incident or IT Service Request, including security remediation services.
• Provide Smart Hands and Eyes Support - Support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc.) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis), as required to meet Client computing requirements and per Client policies and procedures.
• Provide Smart Hands and Eyes Support for servers, network and security devices in site locations, as per Client policies and procedures.
• Provide concierge services as required by local staffing, including:
• Providing friendly and professional meet and greet and managing customer interaction during their entire experience at the ITSC
• Setting customer expectation ahead of possible allocation of case to ITSC agent if required
• Supporting customers on issues with Peripherals, and BYOD devices
• Provide information on IT/Client products and services
• Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac)
• Software installation/troubleshooting
• Mobile Device Management and Mobile Application Management
• Support for Wireless connectivity, resolving performance issues, providing device connectivity and “value add” consultation for short “how to questions”.

Job Type: Contract

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Desktop support: 4 years (Required)
• Active Directory: 2 years (Preferred)
• Field Support: 1 year (Preferred)

Ability to Relocate:

• North Chicago, IL: Relocate before starting work (Required)

Work Location: In person