Desktop Support

Position : Desktop Support Tech

Location : 434 W Edgerton Ave, Milwaukee, WI 53207

Duration : 6 Months CTH

Pay Rate : $20 / hr. w2

Responsibilities

• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs or client ticketing system
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Assist with modifying and improving the technical documentation and manuals
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged via client ticketing system
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals

Requirements for L2 Technician