Level 2 Service Desk

Job Description

6 Month Contract (Extension possible based on experience/performance)

Description:

Responsibilities:

• Primary point of contact for level 1 service desk escalations

• Primary point of contact for site Software Installations and License Management not covered by global level 1 service desk

• Site level Breaks and Fixes support including point of contact for vendor engagement in break/fix

• Computer Imaging, Deployment and Inventory Management

• Ensure timely laptop replacement as part of Lifecycle Management

• Changing Backup Tapes and sending offsite per procedure

• Provide Printer Management Support

• Triage ServiceNow requests and incidents affecting he site to ensure Timely assignment, closure, and escalations

• All tickets placed by a user

• All tickers affecting asset

• Reassign tickets not belonging to Site

• Reporting on ServiceNow key performance indicators (KPI's) escalating to local Run resources when requests, incidents, and problems have not been completed on time

Skills:

tier two service desk, tier II service desk, ServiceNow, tickets, breaks and fixes, Service desk

Additional Skills & Qualifications:

Must be able to go on site: 7:30am-5:00pm

The resource will be the only onsite desktop resource, but they will join a team of two IT resources, plus a site lead

Overtime will be allowed

Parking is free

The resource should have the following experience:

Windows 10 imaging

ServiceNow experience

CMDB experience

SCCM experience

Experience supporting mobile devices

Windows, MAC, IOS OS experience

Experience working with customers directly

Tier 2 experience; Tier 3 experience would be a nice to have

Experience Level:

Intermediate Level