1500677BR || DESK SIDE SERVICES

Tekfortune is a fast-growing consulting firm specialized in permanent, contract & project-based staffing services for world s leading organizations in a broad range of industries. In this quickly changing economic landscape, virtual recruiting and remote work are critical for the future of work. To support the active project demands and skills gaps, our staffing experts can help you find the best job for you.

Job Title : Desk Side Support L2
Location : 7030 Trade Point Ave Baltimore MD 21219
Work Mode : Onsite (Night Shift)

Responsibilities :

• 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
• May train users and operators on a limited basis and/or may write training procedures
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations and diagrams
• Provide knowledge transfer of End User Computing operations

Technical Requirements:

• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following Windows Operating systems
• Clients: Windows10, Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, Client Service Center, client Service Center or service NOW.
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (2003, 2007, 2010, 2013 and 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, MS Visio and Lync 2010/2013.

Soft Skills:

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have a great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Can drive HCL s value and its methodology

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

For more information and other jobs available please contact our recruitment team at careers@tekfortune.com. To view all the jobs available in the USA and Asia please visit our website at https://www.tekfortune.com/careers/.