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IT Desktop Support
4 months ago
**PRIMARY DUTIES / RESPONSIBILITIES**
- Responsible for all walk-up advance support at site area locations
- Responsible for all equipment setups re-images & software installs
- Implementing software and hardware updates and upgrades in compliance with the Veolia Network Operations Center guidelines
- Organize and prioritize a regularly changing workload with mínimal supervision.
- Assist in the development and maintenance of Support Center documentation as needed in Confluence
- Report any support trends to the IT Operations Manager and Team Lead
- Process all ServiceNow tickets within established SLA’s.
- Research and testing of new technology
- Travel to regional locations for support as needed
- Supervise the Tier 1 Deskside Support Analyst tasks
- Provide Tier 2 level support to the Deskside Analyst and users from the office
- Work with other Deskside staff across all Veolia entities on different IT projects
- Logs all customer questions, requests, and problems and track the issues through to resolution.
- Resolves complex end-user problems using documented procedures and available tools.
- Escalate IT issues and assist with 2nd and 3rd level support, often providing the “eyes and hands”.
- Builds strong relationships and becomes a trusted solution provider through diligence and technical support excellence.
- Understands and provides superlative customer service; maintains and conveys a positive attitude.
- Provides on-site support for new installations, demobilizations, changes, moves, and repairs.
- Responsible for new computer imaging and end user setup
- Installing networking and server equipment when necessary
- Setting up and configuring new printers when necessary
**QUALIFICATIONS**
- AA Degree or technical school certificate in an IT-related field preferred.
- Four or more years of experience in IT support.
- Experience installing, maintaining, and troubleshooting computer and communications hardware.
- Experience in use of routine and advanced Service Desk tools and techniques (remote assistance, PC Imaging, ticketing and knowledgebase systems).
- Experience supporting smartphones, tablets, wireless technologies, networks and operating systems.
- Experience with Active Directory, Google Workspace, Imaging, Citrix, Cisco VPN, TCP/IP, ServiceNow or other ticketing system, MDM, Office 365, Ring Central, Zoom, and Remote tools.
- Ability to work until the job is complete (may be beyond traditional working hours including weekends). Must be able to work occasional evenings and/or weekends for cutovers.
- Familiarity with water/waste water treatment is a plus.
**Required Certification / Licenses / Training**
- Microsoft certification desirable
- ITIL desirable
**Job Type**: Contract
Pay: $23.02 - $25.00 per hour
Expected hours: 40 per week
**Benefits**:
- 401(k)
- Paid time off
- Vision insurance
Experience level:
- 4 years
Schedule:
- Day shift
- Monday to Friday
Application Question(s):
- Pay rate expectation / Hour ?
**Experience**:
- Desktop Support Specialist: 4 years (preferred)
Ability to Relocate:
- Milwaukee, WI: Relocate before starting work (required)
Work Location: In person
