Deskside Services L2; DSSL

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Skills Required:

1. High degree of professionalism and ability to communicate clearly to all levels within the organization. Ability to drive high levels of Customer Satisfaction.
2. High level of knowledge and experience supporting Microsoft end user devices in a deskside support environment. Ability to troubleshoot and resolve problems in a timely manner. Experience with Mac devices and using Service Now is a plus.
3. High level of initiative and proactiveness, and a continuous improvement mindset. Taking the lead in resolving issues without hand holding.

Required Skills:

• Must have strong troubleshooting skills across multiple technologies
• Provide Level 2 technical assistance and support, and resolve HW/SW problems related to end user devices
• Analyze, resolve, respond to, and document end user inquiries
• Install desktop/Laptop software using approved tools
• Troubleshoot operating system
• Troubleshoot connection issues with LAN/WAN
• Update tickets with accurate and timely records of work performed, and resolution detail
• Maintain and contribute to a knowledge base
• Coordinate hardware warranty repair
• Escalate to 3rd party vendors when necessary
• Responsible for raising and coordinating problem management issues
• Perform additional tasks (end user/infra related) when required
• Participate in projects
• Strong understanding and skills in SLA, KPI Management
• Must be able to walk long distances
• Must be able to lift up to 50 lbs without assistance
• Will often work in dirty, hot or cold environments.
• May need to work while kneeling

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.