Technical Service Desk Specialist
4 days ago
This is a 6-month contract opportunity with the possibility of extension based on experience and performance.
Description:
The successful candidate will be responsible for providing primary point of contact for level 1 service desk escalations, site software installations and license management not covered by the global level 1 service desk, and site-level breaks and fixes support including vendor engagement in break/fix. They will also be responsible for computer imaging, deployment, and inventory management, ensuring timely laptop replacement as part of lifecycle management, changing backup tapes and sending them offsite per procedure, and providing printer management support.
Key Responsibilities:
- Triage ServiceNow requests and incidents affecting the site to ensure timely assignment, closure, and escalations.
- Handle all tickets placed by users and those affecting assets.
- Reroute tickets not belonging to the site.
- Report on ServiceNow key performance indicators (KPIs) and escalate to local run resources when requests, incidents, and problems are not completed on time.
Required Skills and Qualifications:
- Intermediate-level technical expertise in Windows 10 imaging, ServiceNow, CMDB, and SCCM.
- Experience supporting mobile devices and familiarity with Windows, MAC, and IOS OS.
- Ability to work directly with customers and possess tier 2 experience; tier 3 experience is desirable.
Benefits:
The resource will enjoy on-site parking and overtime opportunities within a team of two IT professionals and a site lead. Experience in Windows 10 imaging, ServiceNow, CMDB, SCCM, and mobile device support is highly valued. A competitive salary, estimated at $60,000-$80,000 per year, is offered for this position.
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