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Reference # : 18-01922 Title : Deskside Support Team Lead
Location : Buffalo, NY
Position Type : Contract
Experience Level : Start Date : 07/10/2018  
Description
Description:

At Client, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for Client and for the people who work here.

- Field incoming work requests from end users either if escalated by the Helpdesk or occur as a "Face-to-Face? interaction. - Support helpdesk technicians when assistance is needed. - Build rapport with customers. - Escalate problems (when required) to the appropriately experienced level 3 technician or Systems/Network engineer when an issue that can't be resolved occurs or a patch or package needs to be tested before rolled out to all end users. - Assist customers with use of the AV/Projector systems in conference room as well as document training guides for assistance. - Document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. - Apply diagnostic utilities to aid in troubleshooting. - Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. - Identify and learn all approved/appropriate software and hardware used and supported by the organization. - Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. - Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. - Test fixes to ensure problem has been adequately resolved. - Perform post-resolution follow-ups to help requests. - Adapt to the current procurement processes, both internal and external for ordering replacement/warranty parts.