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Desktop Technician- ABVJP00014710
Ref No.: 17-07900
Location: Waukegan, Illinois
Position Type:Contract
Start Date: 08/28/2017
 Role: Desktop Technician
Location: Waukegan, IL
Duration: 9/25/2017 to 9/25/2019
Rate: DOE
 
 
RESPONSIBILITIES: 
  • Work with the Service Desk, other PC Technicians and Senior Technicians to understand PC support needs. 
  • Resolve calls that have been escalated in the Call Tracking system; assume primary responsibility for client's PC support; provide hands-on and remote controlled PC support services; provide expertise on support services when requested by peers and clients. May be required to reload base images on PC's; 
  • Lead/participate in Hardware & Software deployments; Follow Hardware and Software procurement usage guidelines; management of printing problems and network printers. 
  • Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients; provide "on-call” level-2 support; reconcile client demand for services with available resources; record all support activities for proper measurement of work performed. 
COMPETENCIES: 
  • Must enjoy solving a wide variety of problems on a continual basis. 
  • Skills and experiences with the use of technology in a business environment, including exposure to Service Desk Support, data networks, and application environments. Experience with customer service functions in PC support; demonstrated exceptional organizational skills; familiarity with Windows operating system; ability to ascertain the criticality of incoming requests; fundamental understanding of Outlook and Office Applications. 
  • Ability to translate technical terms into non-technical language; understanding of computer terms and acronyms; Must be able to follow departmental processes and procedures, ability to follow and document resolutions using Knowledge Management tools. 
QUALIFICATIONS: 
  • Associates Degree in Computer Science or related discipline: at least two but typically four or more years of experience in computer support. 
  • Excellent customer service, interpersonal, organizational and communication skills; ability to work in a fast paced changing environment. 
Additional requirements:
 
Windows 7 Windows 10 Microsoft Office 365 Microsoft OneDrive Mobile devices: iPad and iPhone running iOS. The ability to work with clients face to face while providing a high level of customer support.