Service Desk/Desktop Support

The work includes gathering business and end user requirements; analyzing and evaluating products, devices, and systems available; installing and configuring PC systems software to optimize performance and integration with client/server applications; analyzing functionality and risks for mobile computing devices, including policies and approaches for managing security and data back-up in bring-your-own-device (BYOD) environments. Their daily responsibilities also encompass desktop and laptop imaging, desktop and laptop inventory management, mobile device setup and support (including smartphones and tablets), documentation development and customer facing FAQ guidelines, report generation of daily incident, request, telephony and associated survey responses.

Computer Enterprises, Inc. (CEI) is seeking a talented Desktop Support/Service Desk Technician to join our Client's dynamic team.

Job at a glance:

• This is a long-term contract, with an initial term of 6 months, planned for extension or possible permanent placement
• Pay rate is $25-$28/hr W2 + optional benefits  (Medical, Dental, Vision, and 401k)
• Location: High Point, NC (onsite)
• Seeking candidates experienced with ServiceNow, Active Directory, and excellent customer service skills.

Position Summary

• The Support Analyst II will work with and assist customers with installations, moves, adds, changes, refresh, testing and implementation of personal computer hardware/software system needs. 
• Their work is mainly focused on identifying, configuring, and installing systems hardware, software, etc. to enhance productivity and improve process efficiency. 
• The work includes gathering business and end user requirements; analyzing and evaluating products, devices, and systems available; installing and configuring PC systems software to optimize performance and integration with client/server applications; analyzing functionality and risks for mobile computing devices, including policies and approaches for managing security and data back-up in bring-your-own-device (BYOD) environments. 
• They are responsible for solving and troubleshooting problems related to desktop computers, laptops, and different systems. 
• hey assist with problem determination and isolation of PC hardware/software networks. 
• Utilizing service desk call tracking and problem resolution software, they will review service tickets to identify opportunities for improvement and thoroughly document problem resolution. 
• Their daily responsibilities also encompass desktop and laptop imaging, desktop and laptop inventory management, mobile device setup and support (including smartphones and tablets), documentation development and customer facing FAQ guidelines, report generation of daily incident, request, telephony and associated survey responses.
• They will also be responsible for advanced tasks such as the management of widespread severe incident remediation activities. 

 Primary Duties & Responsibilities:

• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.                                                          
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.                                                                                                     
• Train and mentor other team members on best practice solutions, etc.                
• On-call Rotation.                                                                                            
• Troubleshoot local printer problems and coordinates maintenance for printers.  
• Lead team projects, while continuing to balance day to day role.                        
• Identify and Research incident correlations and escalate accordingly.                
• Identify and Communicate to team new ways to improve our quality of service.
• Act as a liaison on behalf of the BEST Team to identify and document new first level support opportunities from other IT organizations.                                    
• Provide complex and unique technical troubleshooting assistance to customers across business units.                
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.                                                                                                                   

 Minimum Qualifications:

• Minimum of 4 years’ experience resolving end users’ hardware and software issues in an IT environment.
• Working knowledge of Windows 11, Office 365, Microsoft Office Suite, Active Directory, and ServiceNow.
• Experience with Tanium is a plus.
• Excellent verbal and written communication skills.
• Excellent teamwork skills.
• Excellent technical skills.
• Excellent analytical, reporting and documentation skills.
• Dedication to customer service.
• Problem solving skills including triage and rapid decision making.
• Ability to logically adapt in any customer service scenario.
• Ability to manage to resolution a severe and pervasive outage.
• Undergraduate degree in an Information Technology discipline or equivalent combination of education and work experience.
• Minimum of 4 years of demonstrated working knowledge of Active Directory administration.
• Minimum of 4 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting.
• Minimum of 4 years of demonstrated experience with IT Service Management tools, with a strong preference for ServiceNow.
• Minimum of 4 years of working within an ITIL methodology.
• Microsoft Certified Professional, A+, and Net+ certifications are preferred.

 Behavioral Skills Competencies:

• Customer Service Oriented
• Critical Thinking
• Flexibility
• Operational Effectiveness
• Results Oriented
• Time Management

Working Conditions and Physical Requirements:

• Ability to sit at a desk and work on a computer for extended periods of time
• May occasionally lift and/or move up to 10 pounds.
• Vision abilities required by this job include close vision and ability to adjust focus