Rate : MAX $27/hr on C2C
Role : Service Desktop Analyst
Location : Gaithersburg, Maryland – Onsite role
6-12 Months C2C
Global Service Desk Associate is responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests entered the IT service desk by internal end-users in a flexible, fast-paced, and growing, but very customer-focused environment. These requests are based on all metros where client has internal employees and on hardware and/or software issues affecting end-user technology devices including desktops/laptops running Windows 11, Apple MacBooks, iPhones, Android phones, Zoom-Enabled Rooms/Workspace, and Zoom phones. Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame. Ability to be dynamic and reactive as well as create and drive processes to increase IT efficiency, drive proactiveness, and educate end-users on how best to utilize the technology provided.
Must have skills:
- Office 365 Administration / Support
- Sharepoint Exp
- Mac & Windows OS experience
- IOS and Android devices
- Help Desk Support experience
- IITL, VPN, Data Center
- MAC OS, Windows
- JAMF & MDM
- Microsoft Intune or SCC
- ServiceNow is a must
2 Rounds of Interviews
1st level – HM – Technical interview (60 minutes)
2nd level – HM’s Manager – interview (60 minutes).
Responsibilities:
• Troubleshoot to resolution Windows 11, macOS, Microsoft 365, and other internal application software issues as assigned
• Image, configure, upgrade, and repair desktops and laptops from leading vendors such as Lenovo, Dell and Microsoft
• Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms
• Host or moderate Zoom virtual meetings and Webinars
• Remote user support with focus on North American locations (Seattle, Silicon Valley, LA, Denver, Dallas, Miami, Atlanta, Chicago, New York, Boston, Tampa, Toronto Metro, Calgary, Winnipeg, Saint-Laurent, Gatineau, etc.)
• Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.).
• Help troubleshoot and work with telecom engineers to resolve end-user telecom issues
• Provide outstanding customer service
• Build and maintain IT knowledge base by creating knowledge management articles
• Ability to lift 50 lbs
Required Qualifications:
• Extensive knowledge of Windows 11, mac OS, and Microsoft 365
• Support knowledge and experience with hardware from Lenovo, Dell, Microsoft, and Apple
• Administration experience with Zoom Admin portal
• Host and moderator experience with Zoom virtual meeting
• Understanding of system administration, basic networking, and VoIP concepts
• 4 – 6 years’ experience working in a fast-paced and dynamic but VERY customer-focused IT Helpdesk environment
• Bachelor’s degree in Computer Science or MIS or equivalent work experience
• Desired technical experience and knowledge
o Microsoft Intune or SCCM
o JAMF MDM
o Active Directory administration
o Microsoft 365 Certified: Modern Desktop Administrator Associate
• Detail-oriented, deadline, and results-driven
• Excellent written and verbal communication skills
Thanks & Regards
Jayant singh | TekNavigators Staffing
Sr. Technical Recruiter
Office : : Jayant@tek-staffing.com
Linkedin : linkedin.com/in/jayant-singh-171072103
Edison, New Jersey, tek-staffing.com
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