Help Desk Specialist

2 weeks ago


Phoenix, United States Kelly Science, Engineering, Technology & Telecom Full time

Job Title: Client Services Support II

Pay rate: $34.69 per hour

Duration: 2024-sept-16 to 2025-sept-12

W2 contract only (No C2C)

Location- Phoenix, AZ, 85018


Client Services II Support role is a customer service role that directly interfaces with customers in a technical capacity providing IT support on a day-to-day basis for primarily deskside, ITKiosk, and phone. The technician must be strong in MAC support, a self-starter and have the ability to follow directions.

The candidate should have the following skill sets in a support capacity (Customer Service, troubleshooting and configuration):

  • Customer Service
  • Service Now
  • Apple macOS
  • VPN
  • Apple Business Manager
  • ZScaler
  • Microsoft O365 (Office, etc.)
  • SCCM
  • MS Teams and Teams Rooms
  • Asset Management
  • Conference Room Support
  • Imaging/Deploying MAC and PC
  • Azure
  • BeyondTrust – BOMGAR
  • Intune
  • Basic networking knowledge (Switches, APs)
  • Active Directory
  • iOS
  • Microsoft Teams
  • SAP


Key Responsibilities

  • The role requires a passion for Customer Service and expertise in IT onsite and remote support and delivering world class service to the L’Oréal business
  • Ability to build relationships with the users in order to meet their IT support requirements and deliver an exceptional client experience
  • Provide White Glove Support for Executive members of the client base as needed
  • Contribute, share knowledge, and provide feedback to update existing processes to streamline support as business requirements.
  • Provide 2nd level MAC support as well as PC and some infrastructure support. Other support will be provided at the Americas Zone level
  • Strong analytical business skills, technical competence, communication, and leadership skills
  • Experience with multi-tasking and capable of resolving complex problems
  • Proactively identify, document, and escalate as needed issues and requests to limit downtime, and maintain a stable technology desk-side environment
  • Continuously explore enhancing the support services including case management and overall team workflow to provide the best possible customer experience and higher customer satisfaction
  • Drive customer escalations to a logical closure to help boost customer satisfaction scores
  • Balance competing priorities and maintain the ability to shift focus quickly in response to critical business and customer needs
  • Experience in asset depot processes and workflow
  • Maintain physical inventory of company IT equipment and mobile devices accurately for site
  • Strong operational understanding of MS Office Suite and Teams
  • Ability to support large conference rooms/meetings and their respective technologies including Microsoft Teams Rooms and Crestron meeting rooms
  • Ability to work independently and with a team
  • Assists with the imaging, installation, configuration, and ongoing usability of computers, peripheral equipment, and software within established standards and guidelines
  • Works with other IT teams as appropriate to determine root causes and resolve problems received from clients
  • Provide level 2 desktop support including but not limited to Windows, MS Office (O365), macOS, and proprietary systems
  • Ability to quickly become proficient in new systems and to adapt to new evolving business requirements



Requirements

  • Minimum 5+ years of IT experience with 1 year experience managing/leading teams in a multi-office environment and remote support environment
  • Strong communication, critical thinking, and organization skills
  • Strong attention to detail, making and keeping commitments
  • Solid technical background in a broad range of Microsoft-based IT disciplines, including some knowledge of infrastructure and architecture, server, storage, network, and project management
  • Experience with Windows servers, Active Directory, LAN/WAN, network routers and switches
  • Excellent written and oral communication skills, ability to present ideas in user-friendly manner
  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks
  • Knowledge of full lifecycle management


*** If this position may be interested to you, please email me back at somp767@kellyservices.com with your most up to date resume in word format) and advise the best time and number at which you can be reached****


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