Desktop Support Level 2 Jobs

Perform preventative maintenance and install upgrades and options

Perform preventative maintenance and install upgrades and options Ownership of incidents/requests from start until resolution

Intermediate Desktop Admin (Level 2)

Max rate – 20-27/hr T4

• Intermediate knowledge of ITIL v3 or later and ITSM best practices.

• Knowledgeable in CSV process.

• Expert knowledge of Microsoft Windows operating systems.

• Experienced in Group Policy Objects (GPO’s), Active Directory security and compliancy configurations.

• Solid knowledge of protocols such as DNS, HTTP, LDAP, SMTP and SNMP.

• Strong problem solving and communication skills.

Strong organizational skills, enabling effective resource management and priority setting.

Conduct hardware research and manage the procurement process for IT department requirements.

Execute tasks associated with remote diagnostics, troubleshooting, installation guidance, and system adjustments.

Reasonable accommodations will be provided to enable individuals with disabilities to perform the essential functions of the role.

Education: Minimum of an Associate's degree from a technical school or college.

Experience: At least 5 years of experience on a technical support or help desk team.

Appropriately manage conflict and take ownership for your part in the team dynamic.

Identify opportunities to support the team in delivering a transformational experience.

Greet and connect with the customer by offering beverages, providing iPads, and answering questions.

Assist sales associates through seamless communication and follow-through on customer requests to drive a transformational experience for every customer.

Ensure a high level of customer service through extensive product knowledge and product ownership.

Leverage in-store technology to ensure every customer’s experience is transformational.

Using any case management / support ticketing and knowledge-based systems

Knowledge and experience providing customer services, preferably in an IT service environment

Technical skills in installation and troubleshooting of relevant software and hardware

Experience of supporting Office 365

Critical thinking and analytical capabilities in troubleshooting and problem solving

Planning, organizing and prioritizing skills

Using any case management / support ticketing and knowledge-based systems

Knowledge and experience providing customer services, preferably in an IT service environment

Technical skills in installation and troubleshooting of relevant software and hardware

Experience of supporting Office 365

Critical thinking and analytical capabilities in troubleshooting and problem solving

Planning, organizing and prioritizing skills

Strong organizational skills, enabling effective resource management and priority setting.

Conduct hardware research and manage the procurement process for IT department requirements.

Execute tasks associated with remote diagnostics, troubleshooting, installation guidance, and system adjustments.

Reasonable accommodations will be provided to enable individuals with disabilities to perform the essential functions of the role.

Education: Minimum of an Associate's degree from a technical school or college.

Experience: At least 5 years of experience on a technical support or help desk team.

Strong organizational skills, enabling effective resource management and priority setting.

Conduct hardware research and manage the procurement process for IT department requirements.

Execute tasks associated with remote diagnostics, troubleshooting, installation guidance, and system adjustments.

Reasonable accommodations will be provided to enable individuals with disabilities to perform the essential functions of the role.

Education: Minimum of an Associate's degree from a technical school or college.

Experience: At least 5 years of experience on a technical support or help desk team.

2 years of previous experience working in a managed IT services environment

Remote access solution implementation and support: VPN, Terminal Services, and Citrix.

Deep working knowledge of operating systems - Windows, OSX, Linux

Proven technical, analytical and problem-solving tech support skills

Must possess and demonstrate excellent interpersonal and communication skills

IT Certifications: Cisco/ Microsoft/CompTIA certifications are an asset

2 years previous experience working in a managed IT services environment

Remote access solution implementation and support: VPN, Terminal Services, and Citrix.

Deep working knowledge of operating systems - Windows, OSX, Linux

Proven technical, analytical and problem-solving tech support skills

Must possess and demonstrate excellent interpersonal and communication skills

IT Certifications: Cisco/ Microsoft/CompTIA certifications are an asset

Appropriately manage conflict and take ownership for your part in the team dynamic.

Identify opportunities to support the team in delivering a transformational experience.

Greet and connect with the customer by offering beverages, providing iPads, and answering questions.

Assist sales associates through seamless communication and follow-through on customer requests to drive a transformational experience for every customer.

Ensure a high level of customer service through extensive product knowledge and product ownership.

Leverage in-store technology to ensure every customer’s experience is transformational.

Exceptional verbal and written communication skills

Good organizational skills and thoroughness in the execution of tasks

Strong analytical and problem-solving skills

Provide onsite and remote support to end users.

Call center experience: minimum 2 year.

Strong analytical and troubleshooting skills.

Excellent organizational skills to manage multiple complex initiatives

3-5 years of experience in a desktop technician role or similar position in a medium to large corporate environment

Working knowledge in the use and support of Office 365 (i.e., Microsoft Outlook/Teams/SharePoint/Excel)

Excellent verbal and written communication skills

Strong relationship and people-oriented skills

You have strong communication (verbal/written) and good interpersonal skills to build relationships with internal and external business partners and vendors

Basic understanding of traffic shaping and bandwidth management

Support Internet connectivity on behalf of retail stores remotely support the store by troubleshooting with the store employees who are non-technical

Work with ISPs to resolve internet connectivity issues with remote locations

Book and manage service calls with the ISP and communicate with the store

Manage security of the network by monitoring ports and devices. Removing and granting access to devices as required

Must have experience with Internet facing firewalls, Fortigate firewalls is a plus

Have 3 – 5 years of IMAC experience doing hardware roll-outs, refreshes, and other deployment related activities

Have 3 – 5 years of deskside support experience

Have 3 – 5 years of break-fix experience

Have strong internetworking and troubleshooting skills

Have A+ certification & at least one certification from either Cisco or Microsoft

May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)

Knowledge, Skills, And/or Abilities Required

Respond/update/close calls from National Dispatch/Call Management Center

Communicate with customers to diagnose problem, establish E.T.A., and parts requirements

Have at 1 – 2 years of field service experience doing hardware roll-outs, refreshes, and other deployment related activities

Have at 1 – 2 years of deskside support experience

Have strong internetworking and troubleshooting skills