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Deskside Support Technician L1.5

Deskside Support Technician L1.5

Onsite IT Support Services

Location: Plymouth, MI 48170
Onsite IT Support Services Plymouth MI

Target Start Date: Jan 4th, 2021

Employment Status OPTION: Either W2/Full-Time (lower salary w/health benefits) or W9/1099 Contractor (higher salary, no benefits)

Hours/Schedule: 8:30AM - 5:30PM, 40 hours per week (no timesheets required at this is a monthly flat salaried rate).

Paid holidays: Client observed holidays and up to 5 personal/sick days

Duration: 1 year min, to be extended/renewed with upward mobility and higher pay possibility.

 

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 Tech Support

 

  • 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 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 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 schedule for maintenances and consult with the SPOC
  • Communication in neutral accent over 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

 

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.
A+ Mobile Techs
Plymouth MI onsite IT support
On-site IT Services

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