Desktop Support

Company Name:
CyberSearch, LTD
Desktop Support
Elk Grove, IL
3 years
$30/hr all inc.
Interview: Phone/F2F
End client is Topco
Two backfills.
One slot needs to be 8am - 5pm CT, and the other should be 10am - 7pm CT
Please add work references, at the end of the Resume
Helpdesk and Desktop specialist .
Role requires experience in supporting end users with day to day issues and requests regarding desktop applications, connectivity and security access.
Requires very good knowledge of Windows, Microsoft Office products, networking , WIFI, VPN, and service desk systems.
Tasks and responsibilities:
1. Responsible for providing end user PC computing support, ensuring proper desktop computer operation to allow end users to accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user service requests.
2. Field incoming help requests from end users via both telephone and e-mail. Answer calls promptly.
3. Build rapport and elicit problem details from end users in a courteous manner. Record, track and document all pertinent information and the nature of the problem or issue in the service desk software.
4. Escalate problems (when required) to next level technician.
5. Maintain communication with end-users through analysis and resolution to keep them informed of their call status, follow up on resolved problems to ensure customer satisfaction.
6. Perform basic local area network troubleshooting to assist second and third level support personnel. Employ diagnostic utilities to aid in troubleshooting. This also includes the support of wireless devices.
7. Assist users with PC related questions, helping them find the best solution in a timely manner.
8. Perform software troubleshooting on laptops and desktops. Prioritize and schedule break-fix resolutions with the client.
9. Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution. Document standard operating procedures for knowledgebase use.
10. Follow up on all anti-virus / malware issues, test fixes to ensure problem has been adequately resolved. Analyze trends and communicate issues to other support staff.
11. Deploy image/model on desktop and laptop machines as instructed
12. Install workstations (computer/laptop, monitor, printer, phone).

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