Desktop Support Specialist

6 days ago


Reading, United States Eliassen Group Full time

Description:

**100% Remote**

Our client has an exciting opportunity for a Desktop Support Specialist.

Due to client requirement, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $25 - $28 / hr. w2

Responsibilities:
  • A key member of the global End User Services team, shared responsibility of effectively managing the Service Management queues in accordance with priority and commitment.
  • Together with the global End User Services team, collective responsibility to ensure the efficient staffing of the 1Help 24x5 call center support service.
  • Professional, well-presented and motivated individual providing support to Illumina's general userbase through various communication channels.
  • Deliver exceptional results by effectively handling one's personal workload and collaborating effectively with the End User Services Team.
  • Adhere to Global Information Services policies and procedures supporting the business through best practices and great customer service.
  • Engage in cross-functional collaboration working with the wider Global Information Services organization to support the business and organizational changes.
  • Contribute and support communication with other resolver groups in Global Information Services to ensure appropriate action is taken to resolve issues in a timely manner.
  • Maintain an open mindset when it comes to sharing knowledge and offering guidance to both new and existing junior members of the End User Services team.
  • Occasional requirement for after-hours support as needed (Shared burden and low volume expected)
Experience Requirements:
  • Experience working in an ITIL environment.
  • Experience with AV support (Conference Rooms, Meeting support, and Event Support.
  • Experience with Lab IT support (Validated Labs, Regulated Clinical Labs, Instruments & Manufacturing Environments).
  • Knowledge of Windows, Mac, iOS, and Android operating systems
  • Excellent customer service approach
  • Clear and adaptive communication style
  • Initiative & self-management
  • Process development & maturation
  • The ability to multi-task, effectively determine priorities and meet SLA's.
  • Enthusiasm to learn new skills and embrace change.
  • Ability to work in a fast-paced environment.
  • Experience supporting Company Executives directly.
  • Creation of support documentation, guides, and manuals.
Education Requirements:
  • Bachelor's degree from an accredited college or university or equivalent work experience.
  • Experience working within an IT organization.


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