Tekfortune Inc
Desktop Support Marysville, OH | Lincoln, Alabama | Irving , TX | Torrance, CA
Tekfortune Inc, Marysville, Ohio, us, 43041
Job title: Desktop Support AnalystLocation: Torrance, CA
(
Onsite)Contract Job Opportunity
Responsibilities:
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users Classify Service Calls according to the specified optionsRoute problems to internal 2nd and 3rd level IT support staff using knowledge base articlesCoordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolutionUse the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention'sResponds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up stepsTroubleshoot client software and basic network connectivity problems remotely using BomgarIdentify, evaluate and prioritize customer problems and complaintsParticipate in on-going training and departmental developmentMaintain quality standards for incident documentation and phone calls
(
Onsite)Contract Job Opportunity
Responsibilities:
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users Classify Service Calls according to the specified optionsRoute problems to internal 2nd and 3rd level IT support staff using knowledge base articlesCoordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolutionUse the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention'sResponds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up stepsTroubleshoot client software and basic network connectivity problems remotely using BomgarIdentify, evaluate and prioritize customer problems and complaintsParticipate in on-going training and departmental developmentMaintain quality standards for incident documentation and phone calls