IT/Software/Technology

Level II Desktop Support

Contract

Strategic Staffing Solutions

STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING!

Strategic Staffing Solutions is currently looking for a Desktop Support Technician for a contract opportunity with one of our largest clients located in Detroit, MI!

Title: Level II Desktop Support

Location: Detroit, MI (downtown)

Duration: 24 Months

Role Type: W2 contract position

Job Summary:

The Desktop Support Technician performs Level 1 and 2 Remote support of desktop/laptop/tablet/mobile device hardware and software as well as scanners, printers and other peripheral devices. The technician will field calls and tickets and handle desktop support problems that can be resolved remotely with an emphasis on first call/contact resolution. Responsible for monitoring teams ticket queue and answering Help Desk calls troubleshooting hardware and software issues for end users. Identifies malfunctioning hardware and/or software for the purposes of implementing necessary corrective actions, resolves technical problems and provides ongoing support. Identifies hardware and software issues requiring reimaging, reinstallation and/or replacement of defective hardware and escalating to appropriate team. Solid customer support skills and telephone skills. Occasional HQ customer onsite deskside support may also be required. Position will be required to provide occasional after hours, weekend and possible 24×7 onsite support for projects, initiatives and Storm Emergency HQ support as needed.

Duties and Responsibilities

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  • Provide first contact technical support to end-users via phone calls, service tickets, emails and chat
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  • Utilize excellent customer service skills and exceed customer expectations
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  • Track, route and redirect problems to correct resources when needed
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  • Ensure proper recording, documentation and closure of tickets
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  • Walk customers through problem solving process
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  • Follow-up with customers, provide feedback and see problems through resolution
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  • Recommend procedure modifications or improvements
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  • Preserve and grow knowledge of service desk procedures, products and services
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  • Update and contribute to knowledge base articles
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  • Mentor and share knowledge with other team members
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Qualifications

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  • Qualified candidates must have a minimum of 2-3 years’ experience as a high performer with work experience in information technology supporting desktop and mobility devices. All experience must have been within the past 5 years
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  • Demonstrated proficiency and expertise with computers in a networked environment and with Microsoft applications (Outlook, Word, Excel, Access, PowerPoint and SharePoint) or similar software.
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  • Excellent oral and written communication skills.
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  • Proficiency in English.
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  • Excellent Customer relationship skills with a track record of exceeding customer expectations
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  • 2 years of experience required with working knowledge and familiarity for supporting multiple operating systems – Windows, Mac OS, IOS, and Android device
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  • 2 years of experience required with hardware and productivity software trouble shooting skills for Desktop, Laptop, Tablet and Mobile devices
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  • Knowledge or experience with ServiceNow Ticketing System
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  • Possess critical thinking, analytical ability, and problem-solving skills. Able to think and react positively and professionally even in stressful situations
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The S3 Difference

The global mission of S3 is to build trusting relationships and deliver solutions that positively impact our customers, our consultants, and our communities.  The four pillars of our company are to:

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  • Set the bar high for what a company should do
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  • Create jobs
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  • Offer people an opportunity to succeed and change their station in life
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  • Improve the communities where we live and work through volunteering and charitable giving
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As an S3 employee, you’re eligible for a full benefits package that may include:

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  • Medical Insurance
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  • Dental Insurance
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  • Vision Insurance
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  • 401(k) Plan
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  • Vacation Package
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  • Life & Disability Insurance Plans
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  • Flexible Spending Accounts
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  • Tuition Reimbursement
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Job ID: JOB-206502
Publish Date: 06 Sep 2022

Tagged as: Level II Desktop Support