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Desktop Support Technician

Job in East Peoria, Tazewell County, Illinois, 61611, USA
Listing for: Yochana
Full Time position
Listed on 2026-02-07
Job specializations:
  • IT/Tech
    Technical Support, IT Support
Job Description & How to Apply Below

Direct message the job poster from Yochana

Responsibilities
  • To provide support for on call escalations and doing root cause analysis of given issue.
  • To independently resolve tickets within agreed SLA of ticket volume and time.
  • To adhere to quality standards, regulatory requirements and company policies.
  • Work on value adding activities such as Knowledge base update & management, Training freshers, coaching analysts.
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
  • Minimum Requirements
    • 3-4 yrs of University education post High school (B.Sc. or Diploma).
    • 1-2 yrs diploma in Information Technology. Preferred MCP/MSCE/MSCA or HDI CSS.
    • 3-5 years Field Services, customer service, and support experience with problem solving involving hardware, software, and networks.
    • Strong hold on Service Now Reporting.
    • Strong organizational and multitasking skills.
    • Excellent communication and interpersonal abilities.
    • Proficiency with Excel and SharePoint.
    • Experience in End to End inventory management and logistics.
    • Ability to handle client escalations and provide team support.
    • People Management.
    • Disciplined, systematic problem solving skills required.
    • Analysis on performance.
    • Root cause analysis and preparing Major Incident Reports.
    • Installations, moves, adds, and changes (IMACs).
    • Able to work well with little direction and in a team atmosphere.
    • Ability to manage multiple projects each with critical deadlines simultaneously.
    Seniority level

    Mid-Senior level

    Employment type

    Contract

    Job function

    Administrative and Consulting

    Industries

    IT Services and IT Consulting

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