Desktop Support L1

Service Global • Elk Grove Village, IL

383d

About The Position

The Desktop Support L1 position involves providing onsite technical support to end users, focusing on hardware and software configuration, troubleshooting, and ensuring quality service delivery. The role requires managing service requests, performing installations and updates, and coordinating with vendors for effective support. The technician will also assist in disaster recovery efforts and provide support for various IT-related tasks during events and emergencies.

Requirements

• 1-3 years of experience as a Field Services Technician.
• BS/BA in Computer Science, Information Systems, or equivalent education/experience.
• Experience with various desktop systems and operating systems.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows Operating Systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install software and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification.
• Flexibility to travel to remote sites or clusters.
• Ability to lift weights up to 30 lbs at waist level.

Nice To Haves

• Experience with diverse technical environments.
• Familiarity with network-related issues.

Responsibilities

• Provide customer-facing end-user support including installation and configuration of desktops, laptops, mobile devices, and associated peripherals.
• Perform Break Fix, Desk Side Support, IMACD's, Data Migration, and Refreshes.
• Conduct onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identify potential issues that could impact end user experience and take preventive action.
• Manage the ticket queue, ensuring tickets are resolved and closed within defined service level agreements.
• Respond to end-user requests for updates on ticket status and follow up as needed.
• Coordinate with vendors for end-user support, including hardware vendor technicians for warranty repairs or replacements.
• Perform security and compliance-related tasks such as access reviews and risk assessments.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements and upgrades.
• Provide IT support for on-site or off-site events, including site setup and coordination with venue IT/AV contacts.
• Support disaster recovery efforts and respond to emergencies at local sites.
• Provide on-call support outside business hours on a rotational basis.
• Provide Hand and Feet support for network data and voice devices.
• Install and configure IP, wireless, analog, and digital phones.
• Update inventory of phones, peripherals, and system cards to the network voice team.
• Test cables for IP and TDM phones from patch panel to user's desk.
• Punch cables for different types of panels using appropriate tools.
• Update circuit inventory and vendor details for service providers.

Benefits

• Competitive salary
• Full-time employment
• Onsite work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree