IT Desktop Support - Get Hired Fast

Do you want more than just another job? Are you ready to team up with an organization that values your contributions? Then Hired by Matrix is for you!

Working with some of the US' premier companies, we excel at connecting candidates with positive cultures and dynamic teams. We even go the extra mile with our signature Consultant Appreciation Program (CAP) to help them in their future job searches.

Hired by Matrix has provided talent solutions to enhance organizations' team capacities for over three decades. As a full-service search firm, we partner with companies across industries, including Financial Services, Fintech, Consumer Goods and Services, Security and Logistics, Pharmaceutical / Biotech, Technology, Automotive, Engineering, and Healthcare.

At-a-Glance:
Are you ready to build your career by joining an international energy and utilities organization? If so, our client is hiring an IT Desktop Support!

What You'll Do:

• Responsible for all walk-up advance support at site area locations.
• Troubleshoot and resolve all issues related to computer hardware, operating systems, company-approved applications, and network connectivity. Working with 3rd party vendors as necessary.
• Responsible for all equipment setups re-images & software installs.
• Implementing software and hardware updates and upgrades in compliance with the Network Operations Center guidelines.
• Organize and prioritize a regularly changing workload with minimal supervision.
• Assist in the development and maintenance of Support Center documentation as needed in Confluence.
• Report any support trends to the IT Operations Manager and Team Lead.
• Process all ServiceNow tickets within established SLA’s.
• Research and testing of new technology.
• Travel to regional locations for support as needed.
• Supervise the Tier 1 Deskside Support Analyst tasks.
• Provide Tier 2 level support to the Deskside Analyst and users from the office.
• Work with other Deskside staff across all entities on different IT projects.
• Logs all customer questions, requests, and problems and track the issues through to resolution. This includes timely recording of problem symptoms and status information to communicate with and properly utilize senior technical staff.
• Resolves complex end-user problems using documented procedures and available tools.
• Escalate IT issues and assist with 2nd and 3rd level support, often providing the “eyes and hands”.
• Ensures customer satisfaction by responding to all calls and emails and by providing timely updates to the customer regarding the status of problem resolution.
• Builds strong relationships and becomes a trusted solution provider through diligence and technical support excellence.
• Understands and provides superlative customer service; maintains and conveys a positive attitude.
• Provides on-site support for new installations, demobilizations, changes, moves, and repairs.
• Responsible for new computer imaging and end user setup.
• Installing networking and server equipment when necessary.
• Setting up and configuring new printers when necessary.

What You Bring:

• AA Degree or technical school certificate in an IT-related field preferred.
• 4 or more years of experience in IT support.
• Highly proficient in common computer applications and operating systems especially MS Windows 10, MS Office, and Google Workspace.
• Experience installing, maintaining, and troubleshooting computer and communications hardware.
• Experience in use of routine and advanced Service Desk tools and techniques (remote assistance, PC Imaging, ticketing and knowledgebase systems).
• Experience supporting smart phones, tablets, wireless technologies, networks and operating systems.
• Experience with Active Directory, Google Workspace, Imaging, Citrix, Cisco VPN, TCP/IP, ServiceNow or other ticketing system, MDM, Office 365, Ring Central, Zoom, and Remote tools.
• Detailed, hands-on knowledge of computer hardware, applications and network technologies; ability to learn new technologies quickly and to effectively retain and apply new knowledge.
• Strong customer service and interpersonal skills.
• Strong verbal and written communication skills and interact effectively at all levels within the organization.
• Strong problem-solving skills and inherent decision-making ability in resolving complex issues at the highest technical level; able to take initiative and be assertive to solve problems.
• Organize work in an efficient manner and handle multiple projects/responsibilities at a time.
• Ability to coordinate operations activities in accordance with other information technology functions.
• Works well under stress and time pressures to meet deadlines.
• Self-motivated and ability to work with minimal direct supervision.
• Accuracy and attention to detail.
• Work until the job is complete (may be beyond traditional working hours including weekends). Must be able to work occasional evenings and/or weekends for cutovers.
• Familiarity with water/waste water treatment is a plus.
• Required Certification / Licenses / Training:
  • Microsoft certification desirable
  • ITIL desirable
• Ensure compliance to Corporate IT standards and policies.

Position Type: Contract to Hire

Get in Touch:
We want to hear from you! If you think you'd be a good match, submit your resume and reach out to Vivek at 862-895-6080 to learn more.

Who We Are:
Since 1986, Hired by Matrix, Inc. has improved our candidates' lives with exciting job opportunities that provide outstanding career advancement. Hired by Matrix offers our contract professionals competitive salaries, benefits after 60 days, and a 401k option with a company match after one year.

Hired by Matrix is an Equal Opportunity Employer and proud to be certified as both a Woman-Owned Business Enterprise and a Woman-Owned Small Business.

Connect with us on LinkedIn today and learn more about how HbM can change your career: https://www.linkedin.com/company/hired-by-matrix-inc/

Check out our Career Center: https://www.hiredbymatrix.com/find-work/open-positions/