Deskside Support Technician L1.5 Part Time
Deskside Support Technician L1.5 (Part-Time)
Location: Vandalia, OH
Employment Status: This Position is Currently a Part-Time Position (eventually a full-time position possibility).
Hours: 16 - 24 hrs per week
IMMEDIATE HIRE OPPORTUNITY - START DATE IN 2 Weeks
Duration: 1-year min, to be extended/renewed with upward mobility and higher pay possibility.
Onsite IT Services
Job Description:
**Must be a positive person with a friendly personality and helpful disposition. Good listener, problem-solving skills, and excited to join our team**
Deskside-Helpdesk Support Activities:
Respond to client queries via inbound calls, emails, chat, and web tickets within defined SLA’s.
Interact with local staff (approx 80-85 users at this site) requirements
Work with offsite Service Desk and Network Engineers as their local onsite tech to address service tickets
Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
Update users about request status and close request when users are satisfied with solutions
Level 1 to L1.5 troubleshooting mainly related to desktop/laptops/printers/OS, mainstream & custom applications.
Roles & Responsibilities:
Onsite IT Support Vandalia OH
Support Service Desk Engineers and IT department, in general, to support local network and user activities as needed
Use of Client Ticketing Tool (CA Service Desk experience a plus)
Support unlimited number of tickets ranging from general desktop/laptop support, printer support, network support including data cabling experience.
Some Low-Voltage Data Cabling Experience (e.g. Cat5/Cat6 knowledge of how to run a cable, terminate to a jack or RJ45, and how to patch down on patch panel)
Experience with mobile devices (iPhone and Android a plus) and common Apps
Ensure adherence to Client processes/policies
Log Incident/Request Tickets with complete information
Respond to all incidents and service requests
Perform IMAC services (install, move, add, change) as needed
Possible travel to other client locations for project roll-outs (travel to be paid for by client)
Perform daily/weekly/monthly scheduled reporting tasks
Assist with Inventory Management as per client request
Create an SOP (standard operating procedure) whenever troubleshooting a new issue and keep the team informed on the issue and resolution
Perform warm shift handover with engineers along with the shift SPOC (single-point-of-contact) as needed
Check the schedule for maintenances and consult with the SPOC
Communication in a neutral accent over the phone (speak, read and write English fluently)
Account Management / Password reset as needed
Hardware repairs (desktop/laptop)
Active listening and probing skills
Level 1.5 technical troubleshooting & support experience
Works well with others, friendly disposition
Ability to interact with senior management
Windows Migration (from Win7 to Win 10) a plus- Office 365 experience
Personal Requirements:
Responsible individual: shows up on time, returns calls in a timely manner.
Be well-groomed and dressed in business casual attire at all times.
Active listening and problem-solving skills
Works well with others
Ability to interact with senior management
Friendly disposition
Passionate about IT
Honest person with high moral standards and integrity
If you are passionate about IT, looking to join a cutting-edge IT group, have a positive outlook and friendly disposition, please submit your resume for immediate consideration.
Thank you.
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