Our client is looking to bring on a Desktop Specialist level 3. This is a long term CONTRACT opportunity ONSITE in Madison, Wisconsin to work for a Biotech Giant in genomic testing and DNA sequencing. They continue to experience rapid growth and have been ranked at the top of MIT's list for "World's Smartest Companies" several years in a row. We are looking for passionate, energetic, and motivated individuals who thrive in a fast-paced, innovative, and mission-driven environment.
Responsibilities:
Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.
Collective responsibility with the rest of the global support team to ensure the 1Help 24x5 telephone systems are effectively manned.
Effective management of your personal ticket queue.
Advanced troubleshooting for day to day incidents or requests from End Users involving HW, SW or OS-related items (L2 and L3).
Basic Mobility Support (Primarily for iOS devices but also for occasional alternative products.
IMAC Support (Install, Moves, Adds and Changes).
Project Support
Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock.
Knowledge Base Usage, Reference and Collective Improvement.
Timely support of End User Issues or Requests.
Effective management of hardware and software distributed to employees.
Continuous observation of internal support provisions, providing feedback for opportunities of improvement where appropriate.
Onboarding of new employees.
Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.
Requirements:
Experience in the IT industry
Experience in a customer service role
Must possess excellent customer service skills and have the ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users.
Maintains a high degree of professionalism in actions, demeanor and dress.
Requires a high level of expertise in both Windows and Apple operating systems, platform software and associated hardware.
Understanding of networking principles and printing environments.
Possess a strong technology background with the ability to execute a task or project to completion, coupled with the ability to monitor trends, and explore and recommend new technology.
Demonstrated ability to manage the full lifecyle of an End User computing environment from hire to refresh/retire.
Organized and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail.
Excellent teamwork skills and the ability to work unsupervised.
Demonstrated performance and aptitude consistent with core values and culture.
Handles confidential and sensitive matters with tact and diplomacy.