End User Support Specialist

Title: Desktop support Technician

Location : Milwaukee, Wisconsin 53212 (Onsite)

Duration:- Long term Contract

About Job role:-

• As a member of the Field Service Operations team the candidate will provide high quality support with very good customer service, technical expertise, and timeliness.
• This position has frequent contact with end users, peers, and managers, primarily face-to-face as deskside support for service requests and on-site problem resolution.
• The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department.
• The candidate will also provide hands and eyes support to other IT teams including Audio Visual, Network, and Servers.

Job Description:-

As an Onsite Support Technician with minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

• Manage the reporting of SLAs, Adherence of SLA and contract
• Manage shift and shift planning including on call roster
• Manage Resource productivity
• Enable the team with training and development
• Ensure security compliance
• Ensure sufficient inventory level is managed across locations
• Ensure all service request and incidents are resolved before agreed service levels
• Plan and execute any move request or project work
• Lead the team by providing technical and process assistance to below activities
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks
• Perform onsite updates, Configuration changes, or Software installations.
• Provide onsite technical assistance to end users by visiting their desk location
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• 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 immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis

Desired Qualifications:

• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A certification or equivalent certification
• Flexible for travelling to remote sites or cluster
• Should be able to lift weight up to 30lbs at waist level

Thanks,

Elyash Khan

Raas Infotek

Newark, DE 19702

Direct number: 302-286-9976 | 125

Email: elyash.khan@raasinfotek.com