IT Desktop Support Specialist

Overview :

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is a, passionate about improving and saving the lives of patients through high quality, innovative medical devices and services. A leading global manufacturer of specialty medical devices that provides innovative and lifesaving solutions for the world's healthcare markets. Specializing in Infusion Therapy, Vascular Access, Vital Care, and Specialty Products & Services.

Position : IT Desktop Support Specialist

Location : Southington, CT 06489

Duration : 8 Months

Job Type : Contract

Work Type : Onsite

Shift : Mon-Fri (8.00AM-4.30PM)

Job Description : Responsibilities :

Position Summary

As a member of the IT Desktop Support team, this position is responsible for interfacing with the IT Service Desk as a 2nd level escalation in user communication and technical support.

This position will work extensively within the Incident, Service Request, Knowledge, and Asset Management processes; ensuring proper troubleshooting, restore, and completeness of services requested by the customer or internal IT teams.

Technology support is focused on all desktop interaction points that a customer may engage with, including, access provisioning, hardware deployment, software management, general support and questions, compliance, and IT purchasing.

Essential Duties & Responsibilities

Provide support to end users or processes that cannot be resolved by 1st level support (Service Desk)

Work with end users and provide support services aligned to defined service level agreements (SLA) and to ITIL standards

Monitor, troubleshoot and maintain all end user computing technologies including, but not limited to, desktops, laptops, docks, monitors, printers, LAN, phones, conference devices, mobile devices and related Operating Systems and software

Uphold and implement security standards in compliance with IT Security department

Manage support interactions through the IT Service Management System

Support users by writing and maintaining documentation that help to answer questions and resolve problems

Assist Management in gathering information and creating processes, procedures, and policies

Gather information for status reports on progress of projects, open items, and issues

Follow the established standards for documenting projects, configurations, and standard operating procedures

Perform all job related responsibilities with minimal management direction and guidance

Work within the defined Incident, Request, Asset, and Change Management processes

Responsible for compliance including password management, documentation, maintenance, provisioning access, and data protection procedures

Work to minimize downtime impact on users through accurate communication, planning of scheduled downtimes and quick problem resolution for unscheduled downtimes

Monitor performance, diagnose issues, and perform emergency and scheduled maintenance as required on IT systems

Participate in strategic initiatives by performing technical and process project activities

Engage with audit and follow audit guidelines as requested

Provide 24 / 7 on-site support as required

Work on special assignments as they arise

Qualifications :

Knowledge, Skills & Qualifications

3+ years' experience supporting electronic user devices to include but not limited to desktops, laptops, printers, RF guns (mobile computers)

Strong written and verbal communication skills

Experience administratively supporting Microsoft Windows (Desktop and Server)

Experience with Microsoft Office suite (Outlook, Visio, Excel, and etc.)

Experience with network switching technology (VLAN, TCP / IP, DHCP, and etc.)

Experience with diagnosing and troubleshooting software and hardware issues

Able to lift 50 lbs

Self-starter / Ability to work independently

Enthusiastic about technology

Strong customer service skills

Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously

Knowledge of the ITIL disciplines

Education and Experience

High school diploma is required; Bachelor's degree from an accredited college or university in Computer Science, Information Systems, or related IT field is preferred

Minimum 3 years of experience in a Service Desk or Desktop support environment

Minimum Qualifications

Must be 18 years of age

Travel Requirements

Typically requires travel less than 5% of the time

Physical Requirements and Work Environment

This is largely a sedentary role.

This job operates in a professional office environment and routinely uses standard office equipment.

May need to lift and transport moderately heavy objects, such as computers or peripherals.

TekWissen Group is an equal opportunity employer supporting workforce diversity.