Level 2 Desktop Support

1 week ago

Tomball, United States eXcell Full time

At eXcell, you’re more than just a number. Our employee relationship managers support you throughout your engagement, providing career guidance and reemployment assistance. Join eXcell

We are currently seeking a qualified Level 2 Desktop Support to join our client’s team for an onsite position in Tomball, TX. This resource will be expected to provide effective diagnostic evaluation of end-user customer needs and in all cases use good judgment and timeliness in responding to and resolving each issue or project to the customers' satisfaction. Resolution includes but is not limited to the following: identify, research, and resolve technical problems, timely response to the incident management system, telephone calls, and emails. 
 
Duties and Responsibilities:

  • Assure continuity of the computer system for all system users

  • Provide support of mobile hardware (Apple and Samsung mainly), along with support of Telecommunication Service

  • Manage, install, and troubleshoot telephone system and other equipment such as printers, scanners, copiers, etc.

  • Provide support of a Google based business, using Google business applications

  • Troubleshoot, diagnose, and resolve problems related to operating system, hardware and software applications

  • Set up equipment for employees, or assist moving equipment around

  • Must be able to coordinate with software and hardware vendors to resolve any technical issues

  • Develop training materials and procedures, and / or train users in the proper use of hardware and software

  • Provide solutions in a timely fashion for issues that may arise with all client applications

  • Log and track support calls in client Incident Management system, prioritize and escalate tickets as required to ensure customer satisfaction

  • Identify trends in the support calls and develop documentation to address the most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity

  • Recommend changes in software and hardware to improve computer capabilities

  • Routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines

  • Performs other duties as assigned

 
Skills and Qualifications:

  • Associate’s degree, technical certifications in computer science, electrical engineering or equivalent is preferred

  • Minimum 1 to 3+ years of related work experience

  • Must be proficient in MS Windows Desktop Operating Systems, MS Windows Server Operating Systems including Active Directory and TCP / IP networking knowledge, Microsoft Office Suite 2010 and 2013, and Google Workspace

  • Must be able to support Apple and Android mobile phones

  • Experience with Small PDF, and Auto Desk applications, a plus

  • Knowledge of AWS, RingCentral, Telecommunication, Meraki, Ricoh printers, Lexmark printers, a plus

  • Frequent standing, walking, bending, kneeling, stooping, crouching, crawling and climbing is required

  • Frequently lift and / or move items over 50 pounds

  • Excellent telephone presence with organized follow-up skills

  • Ability to multitask - Sense of urgency; maintain a positive attitude

  • Strong user-centric focus; service oriented attitude

  • Must have strong verbal and written communication skills

  • Must have organizational skills

  • Be proficient in decision making and take initiative

 
 
 
Full COVID-19 vaccination may be required.
 
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.

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