What are the responsibilities and job description for the Desk Side Support L2 position at Ktek?
Job Title : Desk Side Support L2
Location : 2601 Port Covington drive Baltimore MD 21230
Work Mode : Onsite
Description:
Image and configure laptops and desktops for distribution to onsite, remote users and special projects.
Provide hardware, software, network problem diagnosis / resolution via telephone, email, chat or remote support for customer's end users
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Administer and provide User account provisioning.
Use the ticketing system to document and manage problems and work requests and their respective resolutions and circumvention's.
Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate
support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
Perform user account management activities
Escalate complex problem to appropriate support specialists
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
Troubleshoot client software and basic network connectivity problems
Identify, evaluate and prioritize customer problems and complaints
Routine maintenance updates with other IT staff and business units
Provide knowledge transfer of End User Computing operations
Relevant : 2 - 3 years of help desk, voice customer service, or support experience with problem solving involving hardware, software and network.
Certification requirements:
Preferred COMP TIA A /MCP/MSCE/MSCA or HDI CSS or Cisco certification
ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
Salary : $20 - $27
