Desktop Services Technician

Company Description

We help Procurement and Recruiting departments faced with the challenge of filling multiple IT-related openings for either long-term employment, or short-term projects. They need to find reliable candidates, with the right expertise, quickly and at the right cost to enable their company to remain competitive, and to increase profit and efficiency.

Stefanini provides the IT contract resources you need to implement crucial projects, handle short-term assignments, or fulfill long-term placements. Our IT staffing services free you from the challenges of finding, recruiting, training and retaining high-quality professional staff, and allow you to focus on managing your business growth.

We provide the ongoing skill development to ensure that professionals placed at your site are trained in leading technologies to support your information technology hardware, software, and network infrastructure. Augment your staff for short or long-term engagements, or for specialized expertise on specific projects.

We have more than 25 years of staffing industry knowledge and can provide you with superior

candidates to match your technical and professional needs.

Job Description

Responsible for receiving, analyzing, and resolving customer requests for all call types coming into the desk. Issues that are beyond Tier II are to be escalated to the appropriate personnel including but not limited to: Desktop Services Analysts. Responsible for, but not limited to: providing exceptional customer service, with first contact resolution being the ultimate goal; following proper call handling and incident troubleshooting procedures; following established ticket creation, routing, and escalation procedures; meeting established minimum individual performance standards on call and ticket stats; complying with all team and departmental policies and procedures; and accepting and working issues escalated from Tier I personnel. This position is also responsible for providing training and guidance to Desktop Services Tech I. This position will also be assigned special projects as required. Provides support for moderate tasks. Requires minimal supervision.

Qualifications

Exceptional Customer Service Skills

Technical Documentation Skills

Strong Verbal and Written Communication Skills

Experience with Microsoft Office/Exchange, Lotus Notes, Active Directory, Active Roles helpful.

Experience in problem solving, and software installs remotely using LANDesk helpful.

Experience with troubleshooting PC/Laptop/Printer, hardware and software issues.

Experience with troubleshooting SSL VPN, Cisco VPN, and RSA VPN token connection issues

Additional Information

Contract - To - Hire