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Senior Desktop Support

neteffects Saint Louis ,MO
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

 

Company:RGA

LocationWeldon Spring

State/Province:Missouri

  

 

  

Requisition Number:US04849

Requisition Type:Staff Augmentation CWR

Schedule Type:Full Time

 

Work Location:Weldon Spring MO

Relocation Offered?:No

Job Functions:Information Technology

 

 

Position Overview

Under minimal supervision, act as a senior level support resource providing first and second-tier support for IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals. Use detailed knowledge of the RGA infrastructure environment to effectively deliver IT and business requirements   Resolve as many requests as possible during first contact, determine urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists. Provide customer oriented follow-up in a courteous, efficient and timely manner. Records, dispatches and closes service requests using Service Now software.

Business Area: Information Technology, Infrastructure Administration 

 

 

Responsibilities

  • Respond to escalated service requests from Help Desk associates and other team specialists, working to identify, troubleshoot and resolve routine operator problems and make or coordinate repairs. Escalate the most complex issues to third-tier team members or other appropriate teams within IT.
  • Responsible for first and second level support and appropriate follow up on IT systems including PC’s, printers, servers, and related IT hardware and software.
  • Clearly document and effectively prioritize client requests into ServiceNow.
  • Clearly identify, isolate, document, and define problems; resolve them in a timely manner when able, and escalate them to the appropriate team/owner according to SLA processes.
  • Complete required project activities.
  • Install software, desktop/laptops systems and peripherals.
  • Update documentation as needed.
  • Maintain high customer satisfaction by representing IT courteously, professionally, and effectively.
  • Maintain and organize inventories.
  • Manage and organize support information knowledge base.
  • Proactively identify areas of improvement to management, and lead/participate in solution design.
  • Off hours contact for any IT related issues including disaster recovery.
  • Follow standard operating procedures, policies & directions.

 

Requirements

EDUCATION AND EXPERIENCE

Required:

  • Post-Secondary Education graduate or relevant experience
  • 4+ years of technology/desktop support experience
  • Fluent English Language skills both spoken and written
  • Extensive knowledge of Windows desktop environment and MACs
  • Knowledge of Windows Server environment administration (AD, Exchange)

SKILLS AND ABILITIES

Required:

  • Proficient with Windows desktop environment (Win 10 & Microsoft Office) and MACs
  • Excellent communication & organizational skills
  • Strong telephone and customer service skills
  • Strong analytical and problem solving skills
  • Availability to work overtime, as required

Preferred:

  • A+, Network & Microsoft Certified Desktop Support Technician 

Proficient with:

  • Basic TCP/IP networking
  • VoIP Telephony
  • Windows Terminal Server end user support
  • Mobile device support - Blackberry & iPhone
  • Printer technologies
  • Video conference & meeting room technology
  • Dell workstation hardware

neteffects

We’re committed to empowering each individual who works with us to take charge of their career. You won’t be alone on your journey. Our dedicated team is here to serve you as a partner in the process. What we offer for you: Interview preparation Resume review and recommendations LinkedIn review Local job market information, trends, and insights Access to networking events Informational career centric seminars. Neteffects Consultant Care Program: Keeping in Touch: Whether it’s a quick call or email, coffee or lunch, our check-ins support as much or as little interaction as you’d prefer. We’re here if you need us. Events: Neteffects participates in a number of events each year and hosts some employee-only social gatherings. Remarketing: When your project is nearing completion, we’ll partner with you to get you ready to engage in your next consulting opportunity through Neteffects. From resume review, to interview preparation and offer negotiation; we’ll work hard to help you excel. Neteffects Benefits: Neteffects is about celebrating technology and the pro's that come with it. We offer a very competitive benefits package, which includes Medical, Dental, Vision, Life, 401k, and more. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Address

Saint Louis, MO
USA

Website