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Reference # : 19-14460 Title : Desktop Support
Location : Marysville, OH
Position Type : Full Time/Contract
Experience Level : Start Date / End Date : 01/06/2020 / 01/06/2023  

Role:- Desktop Support
Location:- Marysville, OH
Duration:- 3+ Years Contract

Candidate Hours: 7am to 3:30pm

Job Description
  • Diagnose and resolve basic problems in the area of hardware, applications and operating systems
  • Assists callers with connectivity problems in a network environment
  • Takes necessary steps to resolve problems and prevent them from recurring
  • Escalates problems to next level of support as directed by client
  • Answer and attempt to resolve service requests related to supported applications, networks and hardware
  • Respond to problems that come to Technical Support for the client's user community
  • Works with internal staff to resolve problems, and ensure detailed explanations of user problems and call resolutions are entered into the tracking system,
  • Follow up with customer to ensure problems are resolved satisfactorily
  • Informs peers/managers of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects

  • Degree in Information Systems, or related field, or equivalent work experience.
  • Basic working knowledge to follow operations, problem management and escalation procedures
  • Basic ability to use software applications i.e. Remedy, Active Directory, PeopleSoft, billing and monitoring systems
  • Basic knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol
  • Basic knowledge in a variety of PC software programs, remote tools
  • Basic knowledge in the areas of SQL, WAN/LAN, Telecommunications (T1s, Modems, Hubs, Routers, Frame relay) and AS400

Business Experience:
  • 2 to 3 years help desk experience
  • 2 years computer related work experience
  • Able to work shifts in 24X7 call environment

Daily Tasks Performed:
  • Work with high level management on daily basis
  • Perform troubleshooting, data transfer, and repair of PC equipment
  • Perform troubleshooting, data transfer, and repair of Apple devices
  • Setup and troubleshoot video conference meetings
  • Adjust schedule if need arises

Nice to Have Skills:
  • Knowledge in: SCCM / Active Directory / Networking
  • Bilingual in Japanese (optional)