Desktop Technician II — IT Support

Duration: 3 months with possible extension.

Work Schedule: Monday – Friday 8:45AM – 5:30PM.

Start: ASAP.

Location: Rockleigh, NJ

Compensation: Please provide requested compensation

Number of Staff Required: 4

Overview:

The Desktop Level 2 Technician(s) will be responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implement solutions. This individual(s) may at times require guidance and support by others such as but not limited to:
Level III Desktop Technicians;
Network Engineers and or Microsoft Certified Systems Administrators.

Desktop Level I/II Technician Responsibilities:

• Support internal employees within the office(s) environment remotely & onsite
• Promote a professional IT image at all times
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries over the phone and provide desk-side services as required
• Logging all help desk calls or email requests into Problem Reporting System and updating problem profiles
• Follow up with customers to ensure issue has been resolved
• Documentation and Training
• Provide material both technical and end user documentation.
• Promoting effective use of technology
• Problem Solving
• Respond to End User Tickets within the Problem Reporting System. Close and or updated Tickets as required
• Respond to email messages for customers seeking help
• Ask questions to determine nature of problem
• Walk customer through problem-solving process if remote
• Investigating causes, testing solutions and putting solutions into place
• Run diagnostic programs to resolve problems
• Supporting issues with Microsoft Office & Windows
• Supporting issues with Remote Access
• Resolve technical problems with Local Area Networks (LAN)
• Complete requests for password resets, user login issues, etc.
• Maintenance
• Maintain daily performance of computer systems if requested.
• Clean up computers.
• Patching systems and software
• Trend Analysis
• Watching for trends that indicate potential problems
• Working to eliminate recurring problems