Desktop Support 2.5 Madison, WI

For one of our multiyear projects, we are looking for a Desktop Supporter (HelpDesk) out of Madison, WI.

Provides expert level technical assistance in support and preparation of desktop supported applications and hardware. Requires extensive knowledge of and experience with desktop technology including, but not limited to, desktop operating systems, desktop applications, desktop hardware, laptop systems, desktop printer support, PDAs, Black Berries, other supported wireless devices, and peripherals. This Title receives escalated level support issues from HelpDesk and Enterprise Support Center. Has 4-7 years of experience in Desktop Support. Familiar with standard concepts, practices, and procedures. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required.

Skills :

1)    Supporting porting phone numbers to Google Voice and troubleshooting any issues affiliated with that platform

a)    will be taught platform but expected to have ability to learn it

2)    Troubleshooting software issues such as viewing discovery, MS Office, or issues with email

3)    Troubleshooting hardware issues such as printers, laptops, audio, and monitors

4)    Fixing laptop network connectivity issues, remote desktop, and VPN issues

5)    Password resets

6)    Escalation of ‘tier 2’ issues to System Admins

7)    Taking phone calls and walking end-users through fixes and investigation of bugs

8)    Shipping laptops and equipment to remote locations or delivering

9)    Working with hardware vendors for warranty repairs

10)    Imaging and prepping laptops for deployment

11)    Other duties as assigned

12)    Must have driver’s license and 10% capability to travel around the State of Wisconsin

Must Have :

Advanced Problem Resolution Skills

Experience troubleshooting technology support issues

Experience working with equipment vendors and warranty policies

Image deployment for Windows and MacIntosh

Installation and Maintenance of PCs

Minimum 500 User and 15 Remote Sites Environment Support

Remote desktop support tools (RDP, SCCM, etc

Troubleshooting all hardware