Deskside Services Level 2

Spectraforce

Warsaw, IN, United States

2 days ago

Apply on leoforce.us

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Role details

Contract type

Temporary to permanent

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

4 years minimum

Working hours

Regular working hours

Job source

leoforce.us

Tech stack

Wide Area Networks Software Troubleshooting Computer Equipment

Job description

Strong troubleshooting skills across multiple technologies.
Provide Level 2 technical assistance and support, resolving hardware/software problems related to end-user devices.
Analyze, resolve, respond to, and document end-user inquiries.
Install desktop/laptop software using approved tools.
Troubleshoot operating system issues.
Troubleshoot LAN/WAN connection issues.
Update tickets with accurate and timely records of work performed and resolution details.
Maintain and contribute to a knowledge base.
Coordinate hardware warranty repairs.
Escalate to third-party vendors when necessary.
Responsible for raising and coordinating problem management issues.
Perform additional end-user/infrastructure-related tasks as required.
Participate in projects.
Strong understanding and skills in SLA and KPI management.
Must demonstrate initiative, think on your feet, adjust to changing events, resolve problems proactively, provide routine status updates, and escalate for help when needed.
Strong emotional intelligence and communication skills with the ability to interact face-to-face with personnel at various levels.
Excellent troubleshooting and diagnostic skills to identify root causes and resolve problems proactively.
Ability to work effectively in situations involving ambiguity and independently find solutions.
Keep customers updated throughout the resolution process.
Properly document tickets and resolutions.
Life Sciences / Healthcare experience is a plus.
Must be able to walk long distances.
Must be able to lift up to 50 lbs without assistance.
Must be able to work in dirty, hot, or cold environments.
May need to work while kneeling.

Requirements

4+ years of experienced Deskside Services Level 2 / IT Desktop / Field Support experience.
Strong hardware, software, and operating system troubleshooting experience.
Strong end-user support experience.
Experience troubleshooting LAN/WAN connectivity issues.
Experience installing and configuring desktop/laptop software.
Strong ticket documentation and resolution tracking experience.
Strong troubleshooting, diagnostic, root-cause analysis, and problem-solving skills.
Strong communication skills and high emotional intelligence.
Ability to take initiative and work independently in ambiguous situations.
Experience with SLA and KPI management.
Ability to handle physical requirements including walking long distances and lifting up to 50 lbs.
Life Sciences / Healthcare experience preferred.