Field Support Services / Desktop Support

Immediate need for a talented Field Support Services / Desktop Support . This is a 07+months contract opportunity with long-term potential and is located in Lake Pointe, TX / Temple TX (Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID : 25-90272

Pay Range : $20 - $24 / hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities :

• Location- Lake Pointe, TX- 75088 (need local only) (Onsite).
• Note : - this is a pharma company and candidates will be expected to work out of hospitals.
• Provide customer facing end-user support that includes :
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes, etc.
• Perform onsite updates, Configuration changes, or Software installations.
• Provide onsite technical assistance to End Users.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Troubleshoot client software and basic network connectivity problems .
• Identify, evaluate and prioritize customer problems and complaints .
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair / replacement)
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT / AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis.
• Provide Hand and Feet support for network data and voice devices.
• May train users and operators on a limited basis and / or may write training procedures . Participate in on-going training and departmental development .
• independently resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards, regulatory requirements and company policies .
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts .
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.

Key Requirements and Technology Experience :

Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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