|| DESK SIDE SERVICES

Tekfortune is a fast-growing consulting firm specialized in permanent, contract & project-based staffing services for world's leading organizations in a broad range of industries. In this quickly changing economic landscape, virtual recruiting and remote work are critical for the future of work. To support the active project demands and skills gaps, our staffing experts can help you find the best job for you.

Job Title : Desk Side Support L2

Location : 2601 Port Covington drive Baltimore MD 21230

Work Mode : Onsite

Description :

• Image and configure laptops and desktops for distribution to onsite, remote users and special projects.
• Provide hardware, software, network problem diagnosis / resolution via telephone, email, chat or remote support for customer's end users
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the ticketing system to document and manage problems and work requests and their respective resolutions and circumvention's.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate
• support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• Routine maintenance updates with other IT staff and business units
• Provide knowledge transfer of End User Computing operations

Technical Requirements :

Soft Skills :

Relevant : 2 - 3 years of help desk, voice customer service, or support experience with problem solving involving hardware, software and network.

Certification requirements :

Preferred COMP TIA A+ / MCP / MSCE / MSCA or HDI CSS or Cisco certification

ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

For more information and other jobs available please contact our recruitment team at careers@tekfortune.com. To view all the jobs available in the USA and Asia please visit our website at