Desktop support

Job #: 6103 Pay Rate: Not Specified Job type: contractor Location: Keosauqua, IA Job Responsibilities: Good in Data Analysis & Reporting using MS Office and ITSM tools Coordinate desktop changes to avoid deployment collisions. Prepare requests for rollout Create rollout plans for changes requests Coordinate implementation process Keep track of requests and ensure they are implemented as planned Participate in incident handling concerning desktop changes. Participate in projects concerning larger desktop changes, for example, rollout of new antivirus. Technical Requirements: Phone support experience necessary. Technical Service desk or technical call center experience is necessary. Disciplined, systematic problem-solving skills required. Windows Operating systems: Clients: Windows XP, Windows 10; Servers: Windows 2008/2012/2016 Knowledge of Active Directory ITSM ticketing tools such as ServiceNow, Remedy, Client Service Center Remote desktop connectivity applications like Team Viewer, SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio VPN and remote dial-in users Support for laptops, desktops, and printers of all models PDA and Blackberry support Knowledge of Adobe Acrobat and other common desktop applications like WinZip Soft Skills: Excellent communication and conversation skills (Verbal and Written) Good working knowledge of MS OFFICE (Including MS Project and Visio) Great customer handling skills Able to handle unforeseen situations High level of acceptance Can drive HCL's value and its methodology Other Skills / Experience: Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone. Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. Ability to integrate as a cross-functional, team player in a fast-paced environment. Ability to learn new information quickly and the willingness to do so at all times. Ability to work flexible hours to cover for other Service desk staff and to be on call via pager during the week. Years of Experience: Relevant: 7+ years of Service desk/deskside, customer service, and support experience with problem-solving involving hardware. Certification Requirements: Preferred MCP/MSCE/MSCA/A+ or HDI CSS or Cisco certification ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.

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