Desktop Support Technician

**POSITION: END USER SUPPORT ON SITE.**:

- **DESKTOP SUPPORT ENGINEER L1**:

- **LOCATION: RICHLAND CENTER, WI 53581**:

- **MUST BE WILLING TO WORK AS AN INDEPENDENT CONTRACTOR.**:

- **EXPERIENCE: 2+ YEARS EXPERIENCE IS MUST.**

**Base Skill Set**
- Experience in troubleshooting and problem resolution for all EUC devices and basic network devices
- Experience in:

- Troubleshooting and break/fix of End User Computing hardware and software
- Coordinate with third-party vendors to resolve hardware problems, as required
- Installing and test replacement spare parts
- Performing PC imaging
- Create SOPs
- Performing hardware (shell swaps) in response to non
- functional and damaged machines
- Knowledge of Active Directory
- 1+ years’ experience providing technical support in a fast paced and constantly changing environment up to executive management level.
- Excellent customer service and communication skills including providing VIP support.
- Experience supporting Windows-based environments to desktop level with emphasis on Win 7 OS / office 2010 as well as Win 10 and O365 Support
- Support of mobile devices and video conferencing units.
- Basic support for Server, Storage, Backup & Network equipment
- Bi-lingual (Proficient in English and local language)

**Duties & Responsibilities**
- Analyzing and investigating skills, with a structured approach to problem-solving
- Providing end-user training on new installations and answer "how-to" questions
- Monitoring and tracking incidents and trouble calls in ticketing system in support of the incident and problem management process, recognizing high priority tickets and acting within the expected response time
- Updating all assigned tickets capturing troubleshooting activities and resolution
- Resolving escalations from the IT Service Desk and handling client support requests as well as take ownership of product issues and ensuring closure is achieved
- Planning, creating, and deploying security and device management policies Setting up / configuring PCs for employees - this may occur for a new employee, reassign, or reimage
- Base image installation: o PC configuration process
- Warranty repair
- Logging an incident with hardware vendor
- Requesting replacement components
- Coordinating support to come onsite to repair equipment
- Maintain closet inventory and inventory accuracy
- Working with other IT teams to provide resolution for customers as required
- Service Requests including picking up surrendered hardware and processing reassigns (PC Reimage)
- Delivery and/or shipment of PC and peripheral orders, Experience in ServiceNow, BMC Remedy ticketing tool

**Desired Requirements**
- Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments
- Commercial experience in an IT support technician role that includes 1+ years of technical support experience in a hybrid Windows and MAC environment
- Experience in working with a helpdesk operation, to include Windows and Mac clients
- Self-starter that is able to collaborate actively with others in a cross-functional team
- Proven attention to detail and high standards for quality
- Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
- Skilled in documenting written troubleshooting steps and instructions
- Business professional attire

**Additional skill set requirements (desired)**
- BA or equivalent job-related experience (b) Imaging
- ITIL v3 foundation qualification.
- MCP/MCSA.
- Experience to act as a primary resource is preffered.

**Job Types**: Full-time, Contract
Contract length: 12 months

**Salary**: $30,000.00 per month

Work Location: In person