Desktop Support Level 1

Artech is the 10th Largest IT Staffing Company in the US, according to Staffing Industry Analysts' 2012 annual report. Artech provides technical expertise to fill gaps in clients' immediate skill-sets availability, deliver emerging technology skill-sets, refresh existing skill base, allow for flexibility in project planning and execution phases, and provide budgeting/financial flexibility by offering contingent labor as a variable cost.

• Should have experience into Desktop/Desk side support/ Windows experience (Windows Based)
• Should have experience in working in enterprise call centre environment.
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• 1-2 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
• Phone support experience necessary.
• ITIL knowledge of V2 or V3. Especially on Service Desk, Incident, Problem, and Change Management
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Centre, Peregrine Service Centre
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bombard, Web Ex, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• Others:
  Adobe Acrobat and other common desktop applications like Win Zip, etc.

Client : HCL America;
This is a Contract-to-Hire role.