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Position- Incident Management (IT User Support Specialist)
Location- Charlotte, NC
Role- Contract
Job Description
- IT user Support Specialist provides day-to-day technical support for hardware and software related systems.
- Under limited supervision, this job responds to problems through discussion with users, which includes troubleshooting, fault rectification and problem escalation.
- Key Responsibilities and Duties Provide a high level of customer service while working in a dynamic complex environment under limited supervision and direction.
- Provide second level end-user PC support for staffed locations and remote offices.
- provide high level on-site call center support Perform configuration / installation and troubleshooting of PC hardware including laptops, VDI, desktops, tablets / iPads, printers, messaging and mobile devices, and MIFIInstall, configure, and troubleshoot Windows operating systems, MacOS, Microsoft OfficeSuite other applications.
- Provide incident & problem summaries, status reports, and project status as required
- Comply with and support ITIL change-incident-problem-asset management processes and work instructions Coordinate with 2nd and 3rd tier teams to ensure timely resolution of complex end user technology issues and incidents to ensure meeting agreed upon service levels
- Maintain highly accurate inventory records
- Provide end user training and knowledge documentation
- Deploy, procure, and collect desktop equipment from end users Educational Requirements
- Vocational and / or Technical Education Preferred Work Experience
- 3+ Years Required; 5+ Years Preferred Physical Requirements
- Physical Requirements : Heavy Work
Warm Regards
Ravi Kumar
Desk : 919-626-9629 Cell- 430-702-1472
Ravi.k@accurogroup.com
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