Desktop Support Lead / Desktop Engineer

Position : Desktop Support Technician

Location : Bloomington, MN 55437

Duration : 6 Months

Pay rate - $20 / hr. on W2

Must have

Primarily responsible for providing first level support through handling incoming queries and help requests from end users, either via Chat or over the phone, using request fulfillment and incident management processes, in line with Service Desk objectives.

Responsibilities

Performs basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.

Provide support to client-identified VIPs

Responds to change management requests, including installing new PC equipment, providing end-user desk-side support, and other related activities.

Perform Install / Move / Add or Change (IMAC) activities.

Perform all assigned desk-side support activities

Display outstanding technical and professional services skills at all times

Meet - established customer service satisfaction levels and other operational / customer service metrics as outlined in established guidelines

Proactively communicate with the end user and service desk personnel regarding arrival times, repair time estimates, and the status of the repair

Understands and follows all documented service operations policies and procedures.

Other duties or certifications may be assigned to meet business needs

Education and Experience :

Typically requires technical school certification or equivalent of 2-4 years of relevant experience

Certifications and Qualifications :

Maintain all required OEM Certifications as directed by Management

Knowledge of relevant software and hardware systems

Understanding of ITIL methodologies

A+ certification is desired

May require additional customer-specific certifications or training as required

Skills :

Excellence in communication and customer-facing skills

Strong oral, written, and interpersonal skills

Ability to follow instructions and processes with minimal instruction

Ability to lift and move computer equipment up to 50 lbs.

Must own a basic repair kit

Additional requirements may exist if the offer of employment is extended.