It Helpdesk Support Jobs

"ALL our jobs are US based and candidates must be in the US with valid US Work Authorization. Please apply on our website directly." Job Duties
General troubleshooting of the client desktop computing environment based on incidents and service requests logged via the tier-one service desk. Management and resolution of all 2nd line incidents and requests assigned to their queue in Service Now. Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to ULA policies and procedures. Deploy desktop computers and peripherals as well as record and track assets during deployment according to standards and workflow procedures. Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests. Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution. Support the set-up of new offices, sites, or projects across the local region. Ensure the maintenance of all local equipment rooms and conference room facilities, mitigate risks arising from audits, fire, safety, or other risk assessments. Develop, review, and improve processes to maximize efficiencies within the team. Exhibit a flexible approach to working and provide coverage where necessary. Provide training and guidance to end users. Provide weekly/daily reports/time reporting and updates on current issues. Provide conference room support including when needed maintaining connections to equipment. Perform floor walks to engage with employees. Maintain sufficient equipment stock to deliver service, including maintaining appropriate records. May perform such other duties as the supervisor may from time to time deem necessary.
Required Skills/Qualifications
Technical support experience in multi-tier applications, including remote end-user support, to 3,000 end users in small-large scale enterprise environment required. Extensive knowledge of latest MS Software Applications including Windows 10, and Microsoft Office 365. Knowledge of Local Area Networks, DHCP, DNS, and TCP/IP protocol. High level of proficiency and knowledge of working in a Corporate IT environment. Experience troubleshooting hardware (desktops, laptops, monitors, printers) and software errors and failures. Solid understanding of hardware and software asset management processes. Ability to learn, understand, and apply new technologies. Exceptional communication skills, both verbal and written. Service oriented with a good understanding of end-to-end processes and working within service level agreements. Must demonstrate a good understanding of the importance of teamwork and planning in delivering excellence. Ability to communicate at all levels within the company. Coordinate and manage relationships with vendors and support staff that provide hardware, software, and network problem resolution. Ability to lift 25+ lbs.
Demonstrated Experience With
ServiceNow platform for CMDB, service request, incident, problem, and change management Ability to support remote locations.
Required Experience
5-9 years of related work experience or equivalent combination of transferable experience within IT Support.
Required Education
Associate degree in an IT or related field or will accept stellar employment experience relevant to this field over 6+ years of experience to waive education