Deskside Support

We are looking for Deskside Support for our client in Broken Bow, NE Job Title: Deskside Support Job Location: Broken Bow, NE Job Type: Contract 12 Months "US citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time." Job Description:   Perform varying degrees of problem analysis and resolution of software and hardware issues relating to desktops and laptops. Perform the below activities while adhering to Service Level Agreements (SLA) and be able to independently prioritize based on urgency. Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software Become familiar with local and regional infrastructure, key contacts, and escalations in regards to other teams in the business Demonstrate outstanding understanding and communication when working with clients Perform break-fix support for a wide range of hardware and software (site specific software competency will be trained while on the job)   Required Skills:   Windows 7 support BitLocker encryption Configuration/imaging Crash/BSOD resolution Installation environment General Windows OS troubleshooting Hardware support and troubleshooting Troubleshooting hardware issues Replacing desktop/laptop hardware Installation of peripheral devices Microsoft Office proficiency Proficiency in Word, Excel, Lync, Outlook, Access, PowerPoint (usage and support) Visio, Project (support) Able to create documentation and contribute to KB articles O365 support Basic networktroubleshooting basic network hardware (switches) Troubleshooting connectivity issues Thorough understanding of wireless/wired networks   Customer service skills:   Comfortable working with people in a professional setting Able to provide a calming demeanor when frustrated with the customer to reach a positive conclusion To resolve assigned tickets in adherence to agreed SLA and quality standards of the company To maintain high login Efficiency (Availability) for customers To resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases To update worklogs and follow shift/ escalation process and process compliance Work on value adding activities such Knowledge base update &self development.
Salary Range: NA
Minimum Qualification
Not Specified years

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