Desktop Support Lead/ Desktop Engineer

1 week ago

Minneapolis, MN, United States eTeam Full time
Position: Desktop Support Technician
Location: Bloomington, MN 55437
Duration: 6 Months
Pay rate - $20/hr. on W2

Must have
Primarily responsible for providing first level support through handling incoming queries and help requests from end users, either via Chat or over the phone, using request fulfillment and incident management processes, in line with Service Desk objectives.

Responsibilities
Performs basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.
Provide support to client-identified VIPs
Responds to change management requests, including installing new PC equipment, providing end-user desk-side support, and other related activities.
Perform Install/Move/Add or Change (IMAC) activities.
Perform all assigned desk-side support activities
Display outstanding technical and professional services skills at all times
Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
Proactively communicate with the end user and service desk personnel regarding arrival times, repair time estimates, and the status of the repair
Understands and follows all documented service operations policies and procedures.
Other duties or certifications may be assigned to meet business needs

Education and Experience:
Typically requires technical school certification or equivalent of 2-4 years of relevant experience
Certifications and Qualifications:
Maintain all required OEM Certifications as directed by Management
Knowledge of relevant software and hardware systems
Understanding of ITIL methodologies
A+ certification is desired
May require additional customer-specific certifications or training as required

Skills:
Excellence in communication and customer-facing skills
Strong oral, written, and interpersonal skills
Ability to follow instructions and processes with minimal instruction
Ability to lift and move computer equipment up to 50 lbs.
Must own a basic repair kit
Additional requirements may exist if the offer of employment is extended.

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