An employer is looking for a Desktop Support Technician for a contract to hire opportunity based out of Louisville, KY. This individual will cover the IT issues between 2 locations and will provide hands on support to the employees and work out of a ticketing system to resolve any incidents. On a daily basis they should expect to resolve up to 12 tickets however some of those tickets can vary from how long it takes to resolve them. For a candidate to be successful in this role they must have a strong technical aptitude where they can work software incidents (60%) and hardware issues (40%). They also must have strong communication and customer service skills since they will be working with users hands on at the corporate HQ. While this role is technically the level 3 support, sometimes customers will come up to this individual and ask them to fix their technical issues however the ticket would ideally go through the help desk, then level 2 then to them but that rarely happens. This client is also looking for a candidate with a go-getter personality and high patience skills since they will be working with individuals who need their computer issues resolved immediately. During their spare time, they can also assist the other team members who are remote with the ticket que.
- 2+ years of experience troubleshooting hardware, software, network and VPN related issues
o Currently working with Windows 10 and Office 365
- Previous experience providing hands on support to users to troubleshoot incidents -- this is approximately 80% of the job
- A+ Certification or in the process of obtaining
- Experience imaging laptops/desktops using SCCM/Intune/Altiris
-Printer configurations and troubleshooting on network printers
- ServiceNow/enterprise ticketing system experience
NOTE ONLY: Enterprise client - 18k pc's / 5k printers /45k+ end users / multiple lines of business under main company
Highly complex environment, modernizing and growing constantly.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.