Desktop Support

Job Title

Desktop Support

Location

San Antonio, FL (Onsite)

Job Type

Contract

Job Description

Roles & Responsibilities

• Exp in Desktop support /End user support Engg.
• Comprehensive knowledge of Microsoft Office applications, including Word, OneNote, Excel, and Visio
• Experience in Analytical Skills and process documentation
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Experienced documenting, tracking, and monitoring problems using applicable systems and tools.
• Experienced in researching and resolving technical problems of moderate complexity, typically escalated from first line support teams.
• The Desktop Support Technician maintains, repairs, and troubleshoots desktop hardware and software packages.
• Also responsible for customer service and end-user training.
• The Desktop Support performs advanced administrative/operational/customer support duties that require independent initiative and judgment
• The Desktop Support researches and resolves technical problems of moderate complexity, typically escalated from first line support teams
• Responds to escalated telephone, email, and online requests for technical support.
• Documents, tracks, and monitors the problem using applicable systems and tools.
• Decisions are typically focus on methods, tactics, and processes for completing administrative tasks/projects.
• Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes, and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge.
• End-user devices (e.g., desktops/laptop/notebook/tablets)
• System software associated to End-User and Distributed Computing Services.
• Deskside support to End-Users as necessitated by the circumstances of the requester (e.g., Incidents, Service Requests, request of information) and Service Levels.
• Dispatch and monitor break/fix repairs, including Services performed by other 3rd party vendors.
• Work is managed and often guided by precedent and/or documented procedures/regulations/professional IMAC Services for hardware and software.
• Tracking of the inventory of in-scope software and hardware as required by Humana following asset management process.

Essential Skills

Desktop support

Skills

Desktop Management - Infrastructure Services (IS)

Experience Required

8-10