Desktop Support Specialist

Position : Desktop Support

Location : Kent, WA (Onsite from Day 1)

Mode : Contract

Job Description:

· Provide customer facing end-user support that includes:

· Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

· Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.

· Perform onsite updates, Configuration changes, or Software installations.

· Provide onsite technical assistance to End Users.

· Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.

· Manage the ticket queue and ensure tickets are resolved and closed within the defined service.

· level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

· Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement).

· Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.

· Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

· Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support,

· Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.

· Provide On-call support if required outside business hours on a rotational basis.

· To provide support for on call escalations and doing root cause analysis of given issue.

· To independently resolve tickets within agreed SLA of ticket volume and time .

· To adhere to quality standards, regulatory requirements and company policies.

· Work on value adding activities such Knowledge base update and management, Training fresher’s, coaching analysts .

· To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.

Job Type: Contract

Salary: From $20.00 per hour

Expected hours: 40 per week

Experience level:

• 2 years

Schedule:

• 8 hour shift

Experience:

• Desktop support: 2 years (Required)
• Windows: 2 years (Required)

Ability to Relocate:

• Kent, WA: Relocate before starting work (Required)

Work Location: In person