Title : Desktop Support

Location : Charlotte, NC 28203

Job Description:

Responsibilities:

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options

· Route problems to 3rd level IT support staff using knowledge base articles

• Coordinate with level 3 and support staff that provide hardware / software / network problem resolution.
• Use the SOAR to document and manage problems and work requests and their respective resolutions and circumvention's

· Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.

• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
• Troubleshoot client software and basic network connectivity problems remotely using remote access tools

· Identify, evaluate and prioritize customer problems and complaints

· Participate in on-going training and departmental development

· Maintain quality standards for incident documentation and phone calls

Tech Skills

· Technical helpdesk or technical call center experience is necessary.

· Disciplined, systematic problem-solving skills required.

· Hands-on work experience with the following:

· Windows Operating systems

· Clients: Windows7, Windows Vista, Windows XP, Windows 2000

· Servers: Windows 2000, Windows 2003, Windows 2008,

· Knowledge of Active Directory, Exchange 2003/2007

· ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

· User account creation for Active Directory, Exchange Mailboxes, Distribution lists

· Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

· MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

· Internet browsers (e.g. Explorer, Chrome, Firefox),

· VPN and remote dial-in user s

· Support for laptop, desktops, and printers

· PDA and blackberry support

· Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Job Type: Contract

Pay: $30.00 - $35.00 per hour

Schedule:

• 8 hour shift

Experience:

• Customer support: 1 year (Preferred)
• iOS: 1 year (Preferred)
• Windows: 1 year (Preferred)

Ability to Commute:

• Charlotte, NC 28203 (Required)

Ability to Relocate:

• Charlotte, NC 28203: Relocate before starting work (Required)

Work Location: In person