IT Help Desk Support – Level 2 Support

4 days ago

Irving, United States Elan Partners Full time

IT Help Desk Support – Level 2 Support

Direct Hire

No sponsorship

Onsite position (5 days/week)


Requirements:

  • Strong knowledge of PC/Mac (a plus for MAC) environments, including: hardware, software, and printers.
  • Customer oriented mindset with the ability to relay technical information into understandable terms for employees and customers.
  • Ticketing System Experience – Halo or Service Now are preferred; others will be considered
  • Strong attention to detail, along with organizational and time management skills are a must.
  • After hours' support/availability as required
  • Ability to troubleshoot printers.
  • Some basic networking knowledge; curiosity to learn more in this area
  • Willingness to learn and follow directions from the Help Desk Manager and team.
  • Analyze, evaluate and prepare recommendations for system improvements, optimizations and development
  • Excellent verbal and written communication skills.
  • Ability to conduct research into issues as required.
  • Current Certifications must have CompTIA A+, or CompTIA N+, or MCP (may consider other equivalent experience and/or Certifications) Apple ACMT Certification
  • Associates Degree and/or 2+ years of related work experience.


Responsibilities:

  • Provide hardware and software technical assistance for support requests related to company computer systems and peripherals in both an office and warehouse environment.
  • Support US offices during their off-hours.
  • Diagnose, troubleshoot, and resolve/escalate issues reported to the help desk.
  • Monitor, manage, and document all actions and solutions into ServiceNow ITSM.
  • Respond to requests via email, in person, or over the phone using remote assistance tools.
  • Follow up on outstanding requests and ensure timely resolution.
  • Install, modify, and repair computer and printer hardware and software.
  • Setup and configure computers and peripherals for on-boarding of new employees.
  • Maintain inventory of company computer equipment, peripherals, and supplies.
  • Core In-Office Hours – Mon-Fri 8:30am-5:30pm CS

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