Deskside Services Level 2 

Job Title: Deskside Services Level 2 
Location: Warsaw, IN 46581 - Onsite
Duration: 14 months with possible extension 
 

Job Description / Responsibilities

• Strong troubleshooting skills across multiple technologies.
• Provide Level 2 technical assistance and support, resolving hardware/software 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 issues.
• Troubleshoot LAN/WAN connection issues.
• Update tickets with accurate and timely records of work performed and resolution details.
• Maintain and contribute to a knowledge base.
• Coordinate hardware warranty repairs.
• Escalate to third-party vendors when necessary.
• Responsible for raising and coordinating problem management issues.
• Perform additional end-user/infrastructure-related tasks as required.
• Participate in projects.
• Strong understanding and skills in SLA and KPI management.
• Must demonstrate initiative, think on your feet, adjust to changing events, resolve problems proactively, provide routine status updates, and escalate for help when needed.
• Strong emotional intelligence and communication skills with the ability to interact face-to-face with personnel at various levels.
• Excellent troubleshooting and diagnostic skills to identify root causes and resolve problems proactively.
• Ability to work effectively in situations involving ambiguity and independently find solutions.
• Keep customers updated throughout the resolution process.
• Properly document tickets and resolutions.
• Life Sciences / Healthcare experience is a plus.
• Must be able to walk long distances.
• Must be able to lift up to 50 lbs without assistance.
• Must be able to work in dirty, hot, or cold environments.
• May need to work while kneeling.

Required:

• 4+ years of experienced Deskside Services Level 2 / IT Desktop / Field Support experience.
• Strong hardware, software, and operating system troubleshooting experience.
• Strong end-user support experience.
• Experience troubleshooting LAN/WAN connectivity issues.
• Experience installing and configuring desktop/laptop software.
• Strong ticket documentation and resolution tracking experience.
• Strong troubleshooting, diagnostic, root-cause analysis, and problem-solving skills.
• Strong communication skills and high emotional intelligence.
• Ability to take initiative and work independently in ambiguous situations.
• Experience with SLA and KPI management.
• Ability to handle physical requirements including walking long distances and lifting up to 50 lbs.
• Life Sciences / Healthcare experience preferred.