IT Desktop Support Technician

Company: Hctec
Location: Waukesha
Posted on: May 9, 2024

Job Description:

_*This is a 3-month contract working out of our Waukesha, WI office*_Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role.*ESSENTIAL RESPONSIBILITIES** *Interact with customers to provide and process information in response to inquiries, concerns, and requests* *Gather customers information and determine the issue by evaluating and analyzing the symptoms* *Deliver service and support to end-users, including via remote connection or over the Internet* *Research required information using available resources* *Follow standard processes and procedures* *Accurately process and record call transactions using a computer and designated tracking software* *Organize ideas and communicate oral messages appropriate to listeners and situations* *Follow up and make scheduled call backs to customers where necessary* *Stay current with system information, changes and update* *Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system* *Follows proper escalation procedures as defined by management* *Ensure customers receive prompt, accurate and courteous service*REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES** *Microsoft Certified Professional (MCP) or A+ Certified, preferred* *Experience with Microsoft (SQL Server, Exchange, Active Directory), Citrix, SonicWALL, Cisco, Meraki and VMware technologies* *Minimum of two (2) years customer service experience* *Significant experience configuring, maintaining, and troubleshooting all versions of Microsoft Windows operating system* *Office 365 Management* *Basic networking skills with experience in DNS, DHCP, Switching/Routing, and wireless technologies* *Experience with mobile device support (iPhone, Android, Windows Mobile)* *Must be a team player and build good working relationships across all functions* *Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus* *Need to be flexible, adaptable, and possess creative problem-solving skills* *Must demonstrate strong written and verbal communication* *Ability to work late shift and/or on-call rotation* *Ability to bend, stoop & carry at least 50lbs* *Insurable driving record, current driver license and reliable transportation* *2 Year Associates or Bachelors degree in Information Technology or 3 years equivalent experience is required.* *Must be available to work on call hours and be flexible based on company needs.INDCORPJob Types: Full-time, Contract, TemporaryBenefits:* 401(k) matching* Dental insurance* Health insurance* Health savings account* Paid time off* Vision insuranceExperience level:* 3 yearsSchedule:* 8 hour shift* Monday to Friday* Weekends as neededExperience:* IT: 2 years (Required)Work Location: In personby Jobble

Keywords: Hctec, Hoffman Estates , IT Desktop Support Technician, Professions , Waukesha, Illinois