L2 Desktop End User Support Tech

  • Salary

    $50,000 - $60,000 Per Year

Experience

6 to 9 Years

Posted On

Feb 24, 2023

Company

Techvilla Solutions

Travel Requirements

0%

Job Overview

Required Skills

  • Windows
  • Mac OS
  • USB
  • MECM
  • Service Now
  • ITIL
  • Mobile device
  • Printer
  • laptop/desktop
  • EUC

Job Type

Full-time

Work Authorization

N/A

Location

Sparks, NV/ Hoffman Estates, IL

Job Description

Technical / Functional Skills

  • Basic IT hardware troubleshooting skills (Windows and Mac OS)
  • Deploying Windows 10 images via USB or MECM.
  • Must be knowledgeable of Windows and MAC OS deployment and configuration.
  • Basic Networking troubleshooting skills.
  • MS Office, Outlook, and Teams troubleshooting. 
  • Basic knowledge of Service Now ticketing system.
  • Basic printer troubleshooting
  • Excellent communication with experience in customer service
  • Knowledge on ITIL/ Incident management process. 
  • Must be knowledgeable of Mobile device configuration, wiping, and backup.

 

Roles & Responsibilities

  • Provide L2 Desktop and Printer support to End users
  • Key process accountabilities are Incident Management, Service Request Fulfillment, Knowledge Management and Continual Service Improvement.
  • Smart-Hands support where resolutions cannot be made remotely 
  • Driver testing for laptop/desktops & PC/workstation patching remediation
  • Responds to incoming EUC incidents and requests in a professional manner and with a sense of urgency
  • Can work in a fast-paced environment with priority changes
  • Resolves incidents within the defined SLA’s 
  • PC Asset Management. 
  • Can work effectively independently and collaborate with other team members
  • Provide L2 problem determination and resolution for standard (OEM) 
  • Equipment and standard Software listed in equipment and software list associated with the service description.
  • Also support systems software, utility software, and third-party Services for specific desktop application issues with the Applications. 
  • Mobile devices management & MECM exposure
  • Can create technical documentation and guides for end user community

Job ID: TVS00187

  • Posted By

    James William

Designation

Sr. HR

Company

Techvilla Solutions

Last Login

Mar 04, 2024

Posted On

Feb 24, 2023


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