Role: Service Desk Technician 

Status: Contract to hire 

Contract Duration: 4 to 6 months 

Start Date: ASAP 

Location: Hybrid - Remote & Onsite 

 Pay Rate - $40/hr

Role Overview: 

To support the user base within a team environment. Responsible for assuring business users are provided efficient and timely first and second-level support. Provide technical support to all end users. Identifies finds and solves technical issues. Answers users’ phone calls, emails, and personnel requests for technical support. Records, tracks, and monitors requests to ensure in-time solutions.  

Responsibilities: 

• Provide IT support for incident resolution and projects relative to business and technical needs  
• Support PC, Laptop, and Virtual Desktop computer hardware and applications  
• Monitor and update Footprints ticketing system to ensure timely resolution of issues/problems  
• Promptly document and create tickets for all reports of information system problems, including system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections  
• Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found  
• Execute the employee on-boarding and off-boarding processes along with other ServiceDesk team members  
• Provide support for Microsoft Windows Desktop Operating Systems and Microsoft Office 2010/2013/2016 application suites and Office 365  
• Install, configure, update and support both commercial and proprietary applications  
• Establish and maintain Active Directory and e-mail accounts and resource access                        
• Perform hardware, software, and basic telephone installations  
• Perform basic printer repair and maintenance  
• Performs moves, adds, and changes  
• Maintain asset inventory         
• Configure and troubleshoot Smartphone Citrix Secure Hub  
• Have a good working knowledge of network connectivity and troubleshooting skills  
• Other duties and responsibilities as assigned 

Qualifications: 

• Minimum of 3-5 years experience in a role with similar functionality  
• Experience supporting a call center  
• Knowledge of SCCM administrative functions is a plus  
• Must have experience with Active Directory  
• Citrix XenDesktop experience a plus  
• Experiencing working with a ticketing system  
• CompTIA A+ Certification  
• High School diploma/GED or higher or equivalent combination of academic and professional experience