Role :- Desktop Support

Location :- St. Louis, MO

Rate : $18/hr w2

No of Openings : 1

Contract - 6 months extendable

PRF Flashed to vendors 1392225BR

Profiles must be submitted through ITAP – Associate

Any profile without reference number will not be considered.

Job Description :-

The Support Specialist IT will provide support to the Customers end-user community as per agreed processes and support levels.

The Support Specialist IT will be involved mainly in:

· Incident management, Request management, Change management, Knowledge management and Access rights management

· Second-tier support to local end users for PC and peripherals, office applications or mobile devices. Interacts with other service organizations to restore service and/or identify and correct core problem. Identifies, researches, and resolves technical problems to ensure a timely resolution as per SLA agreements.

· Perform incident resolutions and request fulfilment and supports end users on a variety of issues

· Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection

· Service end-user requests at the IT Service Spot

Wanted profile:

· Completes assignments without direct supervision and good team player

· Experience with Microsoft Windows 10, MS Office products (2013 and later), DELL laptops, printers and peripherals

· Familiarity with network concepts and experience in diagnosing and troubleshooting connectivity

· Experience with an enterprise level ticketing system - ServiceNow experience is a plus

Activities include (but not limited to)

· Treatment of tickets and requests from end-users for all Deskside related support

· Handling end-user hardware request including coordination of, and delivery and pick-up

· Deploy/return/retire equipment (laptops, …) in IT Equipment

· RMA follow-up of defective hardware (Laptop, Smartphone, Conf. devices, …) with supplier

· Handling mobile telephony related requests

· Diagnosing and resolving issues at the IT Service Spot

· Roll-out and coordination of the fleet replacement (laptop, desktop)

Responsibilities and Powers

· • Work within the guidelines and routines defined for the product or assignment

· • Work to ensure relevant KPI/PI’s goals for the team they are working with are met for the product or assignment

· • Provide the end user the support that is agreed upon

· • Provide information to end users in the event of operational disturbances

· • Act as action owner of the cases or orders they are assigned to

· • Determine and assign correct priority on created or received cases and act according to given instructions

· • Escalate cases to other support functions when necessary

· • Perform incident resolutions and request fulfilments

· • Contribute to the identification and escalation of problems in supported services and solutions

· • Contribute to knowledge management and the documentation of errors and known work arounds

· • Follow the requirements concerning Information Security described in HCL Policy

· • Utilize and contribute to the HCL Knowledge Management System

· • Support 2nd and 3rd line teams with problem identification and resolution as required

· • Act as dispatcher of incoming tasks

· • Ensure correct use of applicable security policies and raise security issues where discovered

· • Drive the identification and escalation of problems in supported services and solutions

· • Drive knowledge management and the documentation of errors and known work arounds

· • Contribute to discussions on methods to improve team efficiency and delivery quality

· • Drive methods to improve team efficiency and delivery quality

· • Participate in development of new operation techniques and contribute to designing solutions in support

· • Coordinate and secure specialized training for specific support tasks requiring unique knowledge

· • Collect measurement data (resolution time, work effort and others) as assigned by management

Job Type: Contract

Salary: $15.00 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• St. Louis, MO 63101: Relocate before starting work (Required)

Work Location: In person