Intermediate Level Service Desk Technician

12 hours ago


Brooklyn Park, Minnesota, United States TEKsystems Full time

We are seeking an Intermediate Level Service Desk Technician to join our team at TEKsystems.

Job Description:

This is a 6 month contract position with the possibility of extension based on performance and experience.

Main Responsibilities:

  • Primary point of contact for level 1 service desk escalations
  • Primary point of contact for site software installations and license management not covered by the global level 1 service desk
  • Site-level breaks and fixes support, including being the primary point of contact for vendor engagement in break/fix
  • Computer imaging, deployment, and inventory management
  • Ensure timely laptop replacement as part of lifecycle management
  • Changing backup tapes and sending them offsite per procedure
  • Provide printer management support
  • Triage ServiceNow requests and incidents affecting the site to ensure timely assignment, closure, and escalations
  • All tickets placed by users
  • All tickets 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 have not been completed on time

Required Skills and Qualifications:

  • Windows 10 imaging experience
  • ServiceNow experience
  • CMDB experience
  • SCCM experience
  • Experience supporting mobile devices
  • Windows, MAC, IOS operating system experience
  • Experience working with customers directly
  • Tier 2 experience; Tier 3 experience would be desirable

Benefits:

  • Overtime allowed
  • Free parking

Location: On-site at the client's location, working hours 7:30am-5:00pm. The resource will be the only on-site desktop resource but will join a team of two IT resources plus a site lead.

Estimated Salary: $60,000 - $80,000 per annum, depending on qualifications and experience.



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