Inficare
Role- Service Desk Support
Location- Plymouth, MA (Onsite)
Job type- Contract to hire 5-6 Months You might really grab our attention if you can: Phone support experience Mandatory Windows Technical Service desk experience is necessary. Knowledge Windows 10, 2019. Knowledge in windows buildout Knowledge with the following: Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM etc., ITSM ticketing tools such as Ivanti, ServiceNow etc., User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc., Remote desktop connectivity applications, Windows end point support MS Office Suite and application support Web Application, VPN knowledge Administer and provide User account provisioning. Use the Incident Management System to document and manage problems and work requests and their respective resolutions. Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs Responsible for installing desktop applications and software Work experience with SCCM patch deployments and SCOM monitoring tools Knowledge of scripting. Highly self-motivated with keen attention to details Here's how you'll contribute:
Support for laptop, desktops, and printers Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users Route problems to internal 3rd level IT support staff. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. How we'd like you to lead:
Take part in and host regular knowledge sharing sessions, mentor more junior members of the team and support the continuous development of our practice. We also want you to: Ticket Management Customer Satisfaction First Call Resolution Create SOP and Knowledge Base articles for top call generators. Desired Skills: Route assign tickets to appropriate support group if necessary. Identifying and escalating high priority, high severity issues. Updating pending tickets with timely, precise and accurate updates Following up with end users, if necessary, for closure of pending tickets Following up with support groups, if necessary, for closure of pending tickets
Location- Plymouth, MA (Onsite)
Job type- Contract to hire 5-6 Months You might really grab our attention if you can: Phone support experience Mandatory Windows Technical Service desk experience is necessary. Knowledge Windows 10, 2019. Knowledge in windows buildout Knowledge with the following: Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM etc., ITSM ticketing tools such as Ivanti, ServiceNow etc., User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc., Remote desktop connectivity applications, Windows end point support MS Office Suite and application support Web Application, VPN knowledge Administer and provide User account provisioning. Use the Incident Management System to document and manage problems and work requests and their respective resolutions. Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs Responsible for installing desktop applications and software Work experience with SCCM patch deployments and SCOM monitoring tools Knowledge of scripting. Highly self-motivated with keen attention to details Here's how you'll contribute:
Support for laptop, desktops, and printers Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users Route problems to internal 3rd level IT support staff. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. How we'd like you to lead:
Take part in and host regular knowledge sharing sessions, mentor more junior members of the team and support the continuous development of our practice. We also want you to: Ticket Management Customer Satisfaction First Call Resolution Create SOP and Knowledge Base articles for top call generators. Desired Skills: Route assign tickets to appropriate support group if necessary. Identifying and escalating high priority, high severity issues. Updating pending tickets with timely, precise and accurate updates Following up with end users, if necessary, for closure of pending tickets Following up with support groups, if necessary, for closure of pending tickets