Desktop Support

Desktop Support

Duration: Chicago, IL

Type: 6-month contract

Contact: Mary Nugent at mnugent@forbestc.com

Responsibilities:
 

• Support of standard desktop customers. Staff and Administration employees of The University. • Manages customer relationship with supported clients.
•  Fosters collaboration with the members of the Desktop Support Team to determine optimal configurations, sharing support techniques, and ensuring that staff keep current on new and coming technologies.
• Work closely with computer Leasing and Desktop Engineering teams to discover common challenges in the desktop configurations and share ideas to provide solutions.
• Ensures service level objectives are consistently met for supported clients.
• Escalates high profile incidents and problems to the Desktop Services Manager for solution guidance.
• Follows established processes to install and configure appropriate hardware and software on desktops, laptops and printers to consistently deliver successful incident solutions.
• MUST report to work on time and STAY until agreed upon end time daily.
• The contractors schedule will be established by the manager.
• Must dress in business casual attire when working on-campus.
• Must be well groomed and neat in appearance.
• Bachelor’s Degree is preferred

Required Skills:

• Associates Degree in Information Systems Technology or in progress.
• Minimum of 3 years of technical customer support experience troubleshooting and resolving Operating System (OS) and application incidents.
• Minimum of 3 years as a member of a service desk or desktop support team.
• Strong, current, working knowledge of Microsoft Windows 10 Operating System required.
• Current, working knowledge of current Mac Operating Systems required.
• Strong, current, working knowledge of Microsoft Office 365 applications (Word, Excel, PowerPoint and Outlook).
• Computer hardware maintenance and repair skills experience required. Working knowledge of Microsoft Windows system management tools (EndPoint Configuration Manager) & Active Directory.
• Technical customer support and / or customer service experience required, including the ability to work with users of all ability and knowledge levels.
• Must have experience with telephony and networking concepts and systems, including wireless networks.
• Under general supervision, provides second-tier support to end users for Desktop, Laptop and mobile devices.
• Support for hardware and software of both PC (Windows OS) and Apple (Mac OS, iOS).
• May interact and collaborate with network services, software systems engineering and / or applications development to restore service and / or identify and correct problems within services.
• Performs analyses and assists in a variety of IT support activities including, but not limited to: providing support to end users in problem resolution; developing troubleshooting documentation for the knowledge base; providing technical assistance in setup, installation and configuration of end user hardware and software in compliance with internal controls, policies and standards.
• Perform upgrades to hardware and software. Recommends systems modifications to reduce user problems. Strong working knowledge in ITSM tools; Service Now preferred.

Contact:
Mary Nugent
Senior Recruiting Consultant
Forbes Technical Consulting
Chicago, IL
mnugent@forbestc.com