DESKSIDE SUPPORT TECHNICIAN LEVEL 2 - Diverse Linx

DESKSIDE SUPPORT TECHNICIAN LEVEL 2

West Virginia -1, Buffalo.

Contract Position

JD:

Top Qualifications:

5 years Desktop Support experience

IT Manufacturing experience is a plus

Job summary

Deskside Level 2 Support Technicians provide on-site for the desktop environment including responsibility for deployment of End User devices including Desktops/Laptops/Mobile and other devices and may assist other technicians in higher complexity tasks and IT projects.

This Deskside Level 2 position will support the world s largest automotive manufacturer in one of their facilities including manufacturing, logistics, part distribution center, research and development, engineering, or office locations.

The Deskside Level 2 technician reports to a Regional Service Manager but may also take direction from the supported customer as well.

The Level 2 technician must have good communication, administrative, and documentation skills and must be a good team player.

The supported facilities are very large in nature and the technician must be able to walk long distances frequently throughout the day often while carrying items up to 50lbs.

Based on the facility type supported, this Level 2 position may also require working variable or flexible shifts (1st. 2nd, 3rd) and may also require occasional on-call rotations covering after hour shifts.

Roles & Responsibilities:

1. Provide Level 2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.

2. Analyze, resolve, respond to, and document end user inquiries

3. Install desktop/Laptop software using approved tools

4. Troubleshoot operating system

5. Troubleshoot connection issues with LAN/WAN

6. Update tickets with accurate and timely records of work performed, and resolution detail

7. Maintain and contribute to a knowledge base

8. Coordinate hardware warranty repair

9. Escalate to 3rd party vendors when necessary

10. Responsible for raising and coordinating problem management issues

11. Perform additional tasks (end user/infra related) when required

12. Participate in projects

13. Strong understanding and skills in SLA, KPI Management

14. Must be able to walk long distances

15. Must be able to lift up to 50 lbs without assistance

16. Will often work in dirty, hot or cold environments.

17. May need to work while kneeling

EXPERIENCE AND KNOWLEDGE

1. Minimum 2-3 years of experience providing IT support services required, end user support experience preferred

2. Experience in factory/manufacturing environment desirable

3. Experienced in Active Directory user administration, OS imaging processes, ticketing, SW installation and imaging tools, automated help desk systems, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers), network and local printer installation

4. Basic understanding of SCCM client troubleshooting

5. Knowledge of TCP/IP, Windows Security (Share and NTFS permissions).

6. Extensive knowledge Windows OS and related configuration.

7. Basic knowledge of Servers, Switches, Routers, and Data Center related HW

8. Basic knowledge of Backup technologies