Desktop Support Specialist

3 weeks ago


Round Rock, Texas, United States ReqRoute Inc Full time
Job Title:

Deskside Support Technician Level 2

Job Summary:
ReqRoute Inc is seeking a skilled Deskside Support Technician Level 2 to provide on-site technical support for the desktop environment. The successful candidate will be responsible for deploying end-user devices, including desktops, laptops, and mobile devices, and may assist other technicians in higher complexity tasks and IT projects.

Key Responsibilities:
  • 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.

Requirements:
  • 3+ years of Desktop Support experience.
  • Strong troubleshooting skills across multiple technologies.
  • Leadership skills.

Working Conditions:
This position will support the world's largest automotive manufacturer in one of their facilities, including manufacturing, logistics, part distribution center, research and development, engineering, or office locations. The Deskside Level 2 technician reports to a Team Leader or Regional Service Manager but may also take direction from the supported customer as well. The supported facilities are very large in nature, and the technician must be able to walk long distances frequently throughout the day, often while carrying items up to 50 lbs. Based on the facility type supported, this Level 2 position may also require working variable or flexible shifts (1st, 2nd, 3rd) and may also require occasional on-call rotations covering after-hour shifts.

About ReqRoute Inc:
ReqRoute Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin, or any other characteristic protected under federal, state, or applicable local law.

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