Desktop Support Technician

1 week ago


Marysville, United States Themesoft Inc. Full time

Title :Desktop Support Technician

Location : Marysville Ohio (onsite)

Rate :$22/hr on W2 or $27/hr on C2C

Responsibilities:

· Provide high level of customer service

· Provide phone and deskside support to end users across the site

· Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary

· Take ownership of issue\request through resolution or escalation

· Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action

· Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation

Additional Responsibilities:

· Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool

· Ensure that work is carried out within agreed Service Levels. (SLA's)

· Client on-boarding, transfers, and off-boarding efforts

· Maintain high level of accuracy of AMDB

· Availability during weekend and after hours as per rotational roster

· Finish Projects (asset refresh etc) in a timely manner

· Work on IMACDs and off hours move requests

· Work with the team lead to make the team lead successful and be a great team player

· Help users facing issues with Mobile Devices

· Show urgency in helping C – suite users and provide exceptional service



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