Desktop Support Specialist

Summary

This position works within the infrastructure team responsible for the American region. The IT Client Support Temp will provide front-line level 1 primary technical support to end users on various technical issues and problems relating to telephony, mobility, computer hardware, software and peripherals. She/he will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA’s. The IT Client Support Temp must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

The IT Client Services Support Temp will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, telephony, mobile devices and videoconferencing equipment. This position may require independent work, sharing information and assisting others with work orders.

 

Principle Duties & Responsibilities

The statements below are intended to describe the general nature and level of work in this position. They are not intended to be an exhaustive list of all responsibilities. The position may require that employees perform other duties as assigned.

 

KEY SKILLS/TALENTS/KNOWLEDGE:

 

·         Ability to prioritize and complete multiple tasks simultaneously

·         Organized, self disciplined

·         Ability to interact effectively with all team members and support the group’s efforts.

·         Strong analytical and communication skills

·         Advanced problem evaluation and problem solving abilities

·         Broad technical knowledge of DNS, DHCP, TCPIP, VoIP, MS Server, MS Exchange, ADS, WAN & WLAN technology

·         Ability to present technical information to a non-technical audience

·         Customer service skills and communication including empathy, patience and motivation

·         Ability to work with colleagues with language barriers and time differences

·         Knowledge of ITIL a plus

 

DETAILED RESPONSIBILITIES:

 

·         Act as visible point of contact for customer engagements and project support

·         1nd  level hardware, software, telecomm and A/V support including service issue response and follow up as well as escalation if needed.

·         Provide cross platform support

·         Support virtual and physical environments on various hardware platforms

·         Resolve and conduct root cause analysis of performance failures /issues

·         Monitor, update and resolve service requests in the helpline ticketing system

·         Provide muliti platform mobility support

·         Produce documentation and change control

·         Ensure delivery of objectives and goals

·         Install, troubleshoot and repair computer hardware and software

·         Create documentation for end user support or departmental support, design and provide training when needed

·         Support telecommunications system

·         Collaboration administration and support including web conferencing tools, conference room equipment and TBITK for equipment

·         Maintain facility security applications, ensure compliance to required regulations

·         Remote service tech support lead

·         Follow and enforce corporate policies and guidelines

 

Any additional tasks assigned by IT management as needed


- Must be a self-starter, motivated individual Experience working and documenting within a IT incident management system, preferably ServiceNow

 

 

*To apply directly please email me at rodt065@kellyit.com*

Why Kelly®?

By partnering with Kelly® IT, you’ll have direct connections to top companies around the globe—giving you the chance to put your tech skills to work on some of today’s most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. We’re here to help you gain experience, keep learning, and move your career forward.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

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