Desktop Support Level 2

Responsibilities

• Provide excellent customer service to IT's customers by assisting them during the support process
• Install, configure, and maintain desktop and notebook computers and peripherals
• Analyze, troubleshoot, and resolve system hardware, software, and networking issues related to desktop and notebook computers that are not resolved at the IT Help Desk or User Support Analyst levels
• Maintain an electronic software license management system to minimize paper-based record keeping
• Maintain electronic records of asset allocations from IT inventory
• Make recommendations to supervisor for improving customer service operations
• Use the systems and devices provided, such as disk imaging and software deployment systems, to turn around service issues as efficiently as possible
• Provide second‑level support for all computing infrastructure issues, with a goal of meeting metrics aligned with IT Customer Services' goals
• Assume ownership of IT customers' service requests assigned to the technician and ensure that requests are handed off to higher tiers of support when needed in an organized fashion
• Provide high‑quality and timely communication to IT customers during the service process, using frequent verbal and written communication; all actions taken on a service request are logged into the IT work order
• Maintain and project a professional attitude toward IT customers at all times and in all circumstances

• BA/BS in Computer Science or other technical field preferred
• Minimum 5 years of experience in on‑site computer support
• Familiar with broad range of computer operating problems and solutions
• Strong background in computer repair and support
• Excellent customer‑service and problem‑solving skills
• Excellent verbal and written communication skills
• Excellent listening skills
• Helpful and patient attitude
• Energetic and positive attitude
• Customer‑focused
• Self‑starter, yet willing and able to take and execute direction when needed
• Seeks to expand knowledge and grow in position
• Works well in a team environment

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors such as relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.