Workplace Service Desk Engineer. The Workplace Technology Service Desk with our client is a combined Level 1 and Level 2 Incident support team which also fulfills all workstation and technology related service requests for the organization. They are seeking a Workplace Service Desk Engineer contractor who can join the team that is built upon exceptional high customer satisfaction rates. Successful candidates should be a self-starter with a team mindset, who has a passion for helping customers and who welcomes providing both frontline (phone) and desktop support as directed.

Position Description:

• We are seeking a mid-level professional with a full understanding of applying modern technology solutions in order to assist customers in an Enterprise environment.
• This person should have a strong work ethic and strive to be an authority source consultant for questions and issues by both staff and management.
• This candidate should be excellent assisting customers in person and be highly technical and have experience using VDI technologies, as well as a strong working knowledge of IT Service Management (ITSM).
• The position requires using independent judgment to formulate policies or recommendations and solutions and should be able to anticipate potential problems that could have an impact on users and develop strategies to prevent or reduce a negative impact.
• Flexibility for scheduling both service desk (phone) support and desktop support (on-call) between 7am and 6pm M-F.
• On-call duties and extended working hours required as needed.
• Represent the desktop team in meetings with other IT groups.
• Coordinate with colleagues from other job functions, vendors, or suppliers to complete applicable tasks.

Required Qualifications:

• Bachelor's degree and a minimum of 3-5 years of related experience.
• Proven advanced customer service experience showing ability to multitask and present a clear and concise/friendly/professional demeanor over the phone and in-person.
• Proven advanced experience with troubleshooting issues in the Windows and Mac environment.
• Proven advanced experience fulfilling service requests, such as installing unpackaged software and performing computer refreshes for Windows and Mac devices - on-site and preferably for remote users via Microsoft Remote desktop or other software.
• Experience facilitating Audio/Video conferences using WebEx /Zoom or similar technologies.
• Demonstrated understanding of basic ITIL foundations core concepts especially as it applies to incident management
• Ability to provide white-glove service to senior leadership as needed
• Expected to come up to speed quickly and within 90 days be able to mentor and train teammates, write knowledge articles and share information
• Experience with configuring and troubleshooting mobile devices (iOS and Android)
• Not intimidated by unfamiliar technologies. Ability to familiarize and then troubleshoot internal UNIX applications and assist customers with UNIX-based software problems
• Experience with creating Active Directory accounts and Email distribution lists
• Ability to travel up to two weeks per year at company expense to support National Meeting
• Advanced experience troubleshooting issues with SharePoint
• Can work with minimal day to day oversight
• Requires good judgement can anticipate potential problems impacting the team or our users.
• Comfortable triaging incidents.
• Can communicate technical issues to non-technical staff.
• Comfortable working on and leading projects for local and remote staff.

Preferred Qualifications / Certifications:

• Certifications: Microsoft Technologies, Apple Technologies, ITIL Foundations, Citrix VDI, Jira, Confluence
• Experience with VoIP or other telephony devices in an enterprise is a plus

Revel IT (formerly known as Fast Switch) is one of the fastest-growing, privately held, IT Staffing companies in the nation. Our client base includes 32% of the Fortune 25.

We have major offices in Dublin, OH, Phoenix, AZ, Los Angeles, CA, and Austin, TX and are rapidly expanding into new markets from coast to coast.

Our reputation is one of straight talk, creative solutions, aggressive pricing, and flawless execution ... outperforming the giants of our industry every day. We embrace the strategy inferred in Winston Churchill's famous quote, "The short road to ruin is to emulate the methods of your adversary." At Revel IT, we are constantly asking ourselves, "Is there a better way?" Almost every day, we answer, "Yes." #revelitjobs