Desktop Support Technician – IT Help Desk

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.

Primary Skills:

• 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.

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