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Desktop Support
Ref No.: 17-11429
Location: Quincy, Illinois
Immediate need for a talented Desktop Support with experience in the IT Industry. This is a 12 month contract opportunity with long-term potential and is located in Quincy, IL. Please review the job description below and contact me ASAP if you are interested.
 
Desktop consultant
Location: Great Falls, MT / Quincy, IL
Duration: 12 Months
 
Job Description:
 
Minimum of 2 years’ technical experience in providing Field Support which includes:
a.       PC hardware repair (Dell/HP)
b.       Windows system support
c.       OS X Support (10% of techs should have this skill)
d.       Software installation/troubleshooting
e.       Performing Tech Refresh
f.        Mobile device support (iOS/iPhone/iPads) – excluding warranty hardware repair
g.       Networking
h.       Asset tracking
i.        Stock room management
j.        Basic support in  Video conferencing equipment
2.       General Core Competencies to be considered when hiring:
a.       Customer focused – Customer is #1 Attitude
b.       Personal accountability for results
c.       Detail oriented
d.       Strong analytical and troubleshooting skills
e.       High integrity
3.       A minimum of two confirmed references is preferred.
4.       The following educational/technical certifications are preferred:
a.       Technical degree (i.e. Associates, Bachelors, etc.) or equivalent in years of experience in Field Support
b.       Dell/HP hardware certifications
c.       Technical certifications (e.g. A+, MCDST, MCP, MCSA, etc.).
5.       Candidate has a professional appearance (i.e. grooming, clothing, etc.).
Roles and Responsibilities:
 
Desk Side Engineer
•         Accurately test, identify, repair, resolve and document end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys and basic printer support.
o   Anthem owned equipment
o   Apple support – Smart hands and feet, also coordination w Anthem Apple team.
o   Questions about nonstandard equipment should be brought to HCL management’s attention
•         Troubleshoot and resolve software issues.  Ability to install, configure, reconfigure or reinstall software including remote support
 
•         Update the tickets in ITSM & work on tickets within the defined service levels
o   Appropriate notes required
o   HOLD reason notes required
o   Missed schedule date notes required
o   Ticket transfer reason notes required
o   Identify tickets that should be project and provide info to the Project Management team
•         Update TAMIT (SNOW) Asset Database for each hardware interaction.
o   While at an associates desk, check other assets at the desk and update asset database
o   100% compliance required
o   Asset salvage runs scheduled by the Stockroom Tech/FST.
•         Reimaging computers/hard drives in accordance with customer standards
 
•         IMACD function including installation and decommission.
 
•         Backing up and restoring settings and associated systems administration activities
•         Drive end to end ownership of issues to provide a resolution for all requests and incidents.
•         Categorize and prioritize end user support requests and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information. 
•         Move equipment associated with escalated help desk incidents and service requests
•         Perform asset inventory activities to maintain accuracy.  
•         Trains and orients staff on use of hardware and software.
•         Recommends and / or performs upgrades on systems to ensure longevity.
•         Other tasks as assigned by Site Lead/Regional Lead.
•         Work w the team/partner w HCL SD/ATS/FSS teams to improve service.
•         Maintain a clean work environment.
 
 
Our client is a leading IT organization and we are currently interviewing to fill this and other similar contract positions. Qualified candidates should apply NOW for immediate consideration.