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Title: Desktop Support Specialist (570828)
Duration: 4+ Months
Interview Type: Both Phone and In Person
This is an elevated Service Desk role that is 95% phone support for internal and external customers.
The technician troubleshoots, resolves, documents and escalates tickets as necessary.
Excellent communication and customer service skills are a must.
The primary function of this position is to resolve and/or manage issues over the phone.
This position is a first shift position but the candidate needs to be willing to work multiple shifts as needed.
Years of Relevant Experience: 2 to 4 years of helpdesk and/or desktop experience.
Preferred Education: A+ Certification and Network + Certification or demonstrated equivalent.
- 95 % Support, by phone.
- Specialists perform basic troubleshooting of network connectivity and infrastructure issues.
-Interface with outside vendors (Verizon and others) to assist in team/and customer support for field locations related to outages and telecom issues.
- Basic troubleshooting of LAN/WAN issues
-Remote troubleshooting of desktop issues
-Thorough documentation and (when necessary) escalation of all incident tickets, utilizing our Service Delivery Tool (Service Now)
-Assess, report and communicate between all parties for problem resolution (including, but not limited to, field support deployment).
- Proactive responsiveness to time sensitive issues.
-Escalate complex issues as necessary
-This is a diverse business process environment that requires independent critical thinking.
The Desktop Support Specialist provides day to day help desk support for the customer base
Responsible for the execution of client Service Desk contact, problem, incident and request management policies and procedures.
Responsible for the diagnosis, troubleshooting and tracking of all computer-related incidents.
Responsible for escalating problems and incidents to designated level 2 and level 3 help desk support entities.
Responsible for reporting incident status and system outage notifications to customers, technical staff and applicable management entities.
Responsible for logging incidents and problem resolution activities into a computerized tracking system.
Responsible for maintaining a robust and accurate knowledge base repository.
Responsible for providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.
Responsible for generating help desk related performance statistics, as required.
Thanks & Regards,
Harish Reddy | Associate Recruiter
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About LanceSoft Inc
Lancesoft is one of fastest growing and largest clinical staffing firm in the U.S. and an employer-of-choice for over 1000+ consultants - this may be your opportunity to join us!
We recruit top-notch talent for Healthcare, Pharmaceutical, Technology, Telecom, Retail and Distribution, Energy & Utilities, Banking/ Finance, Manufacturing, Automobile, Media, Transportation, and Government clients coast-to-coast across the US, Canada and India. We are one of the fastest-growing companies in the industry and
Want to read more about LanceSoft?
Click here to visit our website - www.lancesoft.com
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