Deskside Services L2

Job Title: Deskside Services L2
Location: Warsaw, IN 46581
Duration: 5 months

Note:
Expected start time is 8:00 a.m. MON-FRI with occasional need for OT and possibly weekend work if projects or other activity must be completed when the facility is not in normal business operations.

Top Skills Required:

• High degree of professionalism and ability to communicate clearly to all levels within the organization. Ability to drive high levels of Customer Satisfaction.
• High level of knowledge and experience supporting Microsoft end user devices in a deskside support environment. Ability to troubleshoot and resolve problems in a timely manner. Experience with Mac devices and using ServiceNow is a plus.
• High level of initiative and proactiveness, and a continuous improvement mindset. Taking the lead in resolving issues without handholding.

Responsibilities:

• Deskside Level 2 Support Technicians provide on-site for the desktop environment including responsibility for deployment of End User devices including Desktops/Laptops/Mobile and other devices and may assist other technicians in higher complexity tasks and IT projects.
• This Deskside Level 2 position will support the world’s largest automotive manufacturer in one of their facilities including manufacturing, logistics, part distribution center, research and development, engineering, or office locations.
• The Deskside Level 2 technician reports to a Team Leader or Regional Service Manager but may also take direction from the supported customer as well.
• The Level 2 technician must have good communication, administrative, and documentation skills and must be a good team player.
• The supported facilities are very large in nature and the technician must be able to walk long distances frequently throughout the day often while carrying items up to 50lbs.
• Based on the facility type supported, this Level 2 position may also require working variable or flexible shifts (1st. 2nd, 3rd) and may also require occasional on-call rotations covering after hour shifts.

Required Skills:

• Must have strong troubleshooting skills across multiple technologies
• Provide Level 2 technical assistance and support, and resolve HW/SW problems related to end user devices
• Analyze, resolve, respond to, and document end user inquiries
• Install desktop/Laptop software using approved tools
• Troubleshoot operating system
• Troubleshoot connection issues with LAN/WAN
• Update tickets with accurate and timely records of work performed, and resolution detail
• Maintain and contribute to a knowledge base
• Coordinate hardware warranty repair
• Escalate to 3rd party vendors when necessary
• Responsible for raising and coordinating problem management issues
• Perform additional tasks (end user/infra related) when required
• Participate in projects
• Strong understanding and skills in SLA, KPI Management
• Must be able to walk long distances
• Must be able to lift up to 50 lbs without assistance
• Will often work in dirty, hot or cold environments.
• May need to work while kneeling
• Ability to be the face and provide an outstanding end user customer experience.
• Desire for continual learning and skill development and is always striving to make incremental improvements.
• Punctuality, dependability, and a strong work ethic are key attributes for this position.

 

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's pay range is $25.00/hr – $26.40/hr.