Deskside Support Technician L1.5 Part-Time
Deskside Support Technician L1.5
Plymouth, MI
Employment Status: W9/1099 Contractor or W2 employment option
Hours/Schedule: 8:30 AM - 5:30 PM, 16 - 20 hours per week.
Paid holidays (company observed holidays)
Duration: 1 year, to be extended renewed with upward mobility possible
Job Description:
Helpdesk Support Activities:
- Respond to client queries via inbound calls, emails, chat, and web tickets within defined SLA’s.
- On-site IT services Plymouth MI
- 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 requests when users are satisfied with solutions
- Level 1 to L1.5 troubleshooting mainly related to desktop/laptops/printers/OS, mainstream & custom applications.
Roles & Responsibilities:
- 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 an unlimited number of tickets ranging from general desktop/laptop support, printer support, network support including data cabling experience.
- Experience with mobile devices (iPhone and Andriod 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
- Data Cabling Experience, Cat5/Cat6 (knowledge of how to run a cable, terminate, and patch down)
- Perform IMAC tech 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 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
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.
A+ Mobile Techs
Apply to job