eTeam
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 • Proven work experience as a Technical Support Technician, Desktop Support Technician, IT Help Desk Technician or 2-5 years of experience in similar roles • Hands-on experience with Windows environments • Good understanding of computer systems, mobile devices and other tech products • Ability to diagnose and troubleshoot basic technical issues • Familiarity with remote desktop applications and help desk software • Excellent problem-solving and communication skills • Ability to provide step-by-step technical help, both written and verbal
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 • Proven work experience as a Technical Support Technician, Desktop Support Technician, IT Help Desk Technician or 2-5 years of experience in similar roles • Hands-on experience with Windows environments • Good understanding of computer systems, mobile devices and other tech products • Ability to diagnose and troubleshoot basic technical issues • Familiarity with remote desktop applications and help desk software • Excellent problem-solving and communication skills • Ability to provide step-by-step technical help, both written and verbal