Desktop Support Engineer L2

Service Global - Mettawa, IL

Full-time - Entry Level

Mettawa, IL

Professional, Scientific, and Technical Services

About the position

The Deskside Support Technician will provide comprehensive technical support services to the client's campus-based personnel, focusing on diagnosing and resolving issues related to PC and Mac systems. This role involves configuring systems, managing user tickets, and ensuring compliance with company policies while maintaining high service-level goals for response time and user satisfaction.

Responsibilities

• Provide direct technical support to client's on-site personnel.
• Perform IMAC related tasks including hardware break/fix and upgrades.
• Resolve reported incidents in the software and hardware environment.
• Maintain incident management system with up-to-date ticket progress.
• Complete assigned tickets in a timely manner within Client SLAs.
• Update asset tracking inventory according to work instructions.
• Provision and set up phones for landline or VOIP.
• Monitor and resolve tickets dispatched by the Service Desk.
• Provide IT orientations for newly hired personnel.
• Support services for client's conference and training rooms.
• Perform customer support tasks and special projects as assigned by management.
• Liaise interdepartmentally to seek resolutions to reported issues.
• Travel between local offices to provide support for meetings and trainings.

Requirements

• BA or Vocational school degree preferred or equivalent work experience.
• A+ Certification (Must be attained within three months of employment).
• Microsoft Certified Professional certification a plus.
• Minimum of 2 years of Deskside support experience.
• Previous call center, computer support, or customer service experience.
• Ability to travel if required by the client.

Nice-to-haves

• Experience in supporting and troubleshooting Microsoft Office Suite.
• Proficiency in AV support, ServiceNow, MS Teams, TechSpot/Geksquad, Application/VDI support, and Remote support.

Benefits

• Competitive salary
• Full-time employment