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Deskside Support Technician Level 2

4 months ago

Buffalo, United States Diverse Lynx Full time
Job Title: Deskside Support Technician Level 2

Location: Day 1 Onsite: Buffalo, WV 25033

Duration: Contract

Job Description

Summary:

Top Qualifications:
  • 5 years Desktop Support experience
  • IT Manufacturing experience is a plus
Required Skills:
  • Must have strong troubleshooting skills across multiple technologies
  • Provide Level 2 technical assistance and support, and resolve HW/SW problems related to end user devices
  • Analyze, resolve, respond to, and document end user inquiries
  • Install desktop/Laptop software using approved tools
  • Troubleshoot operating system
  • Troubleshoot connection issues with LAN/WAN
  • Update tickets with accurate and timely records of work performed, and resolution detail
  • Maintain and contribute to a knowledge base
  • Coordinate hardware warranty repair
  • Escalate to 3rd party vendors when necessary
  • Responsible for raising and coordinating problem management issues
  • Perform additional tasks (end user/infra related) when required
  • Participate in projects
  • Strong understanding and skills in SLA, KPI Management
  • Must be able to walk long distances
  • Must be able to lift up to 50 lbs without assistance
  • Will often work in dirty, hot or cold environments.
  • May need to work while kneeling
Roles & Responsibilities
  • Provide Level 2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.
  • Analyze, resolve, respond to, and document end user inquiries
  • Install desktop/Laptop software using approved tools
  • Troubleshoot operating system
  • Troubleshoot connection issues with LAN/WAN
  • Update tickets with accurate and timely records of work performed, and resolution detail
  • Maintain and contribute to a knowledge base
  • Coordinate hardware warranty repair
  • Escalate to 3rd party vendors when necessary
  • Responsible for raising and coordinating problem management issues
  • Perform additional tasks (end user/infra related) when required
  • Participate in projects
  • Strong understanding and skills in SLA, KPI Management
  • Must be able to walk long distances
  • Must be able to lift up to 50 lbs without assistance
  • Will often work in dirty, hot or cold environments.
  • May need to work while kneeling
  • May require climbing ladders or using lifts
  • May require rotating shift work
  • On-Call is required (rotating basis)
EXPERIENCE AND KNOWLEDGE
  • Minimum 2-3 years of experience providing IT support services required, end user support experience preferred
  • Experience in factory/manufacturing environment desirable
  • Experienced in Active Directory user administration, OS imaging processes, ticketing, SW installation and imaging tools, automated help desk systems, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers), network and local printer installation
  • Basic understanding of SCCM client troubleshooting
  • Knowledge of TCP/IP, Windows Security (Share and NTFS permissions).
  • Extensive knowledge Windows OS and related configuration.
  • Basic knowledge of Servers, Switches, Routers, and Data Center related HW
  • Basic knowledge of Backup technologies
  • Ability to work in a team-oriented multi tower


Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.