Deskside Support Technician L1.5
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.
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