Desktop Support Specialist Ii

Independent Contractor
Contract Length: 12 Months with possible extension
British National or work visa holder

We are seeking a Desktop Support Specialist II to provide lifecycle management of PCs and Laptops. This is onsite in London and will require visit to various offices, accessible by public transportation.

What Youll Do

• Installation and decommission of PCs and laptops
• Work with client procurement to acquire devices
• Manage replacement process for existing installed devices
• Receive and resolve tickets escalated from the Level 1 Helpdesk
• Work with the team lead and client to continually improve processes
• Assist in maintaining the integrity of the network systems through monitoring and proactive issue resolution and escalation
• Perform other IT-related support activities as needed

• Manage the lifecycle of PCs and Laptops
• Monitor network performance to ensure system availability and reliability
• Perform regular maintenance checks and updates to network hardware and software
• Support Asset management policies and processes
• Provide technical support to clients
• Perform PC Imaging and Software installation
• Decommission PCs in accordance with client processes
• Consistently interacting with end-users and other IT technical staff to have issues resolved
• Analyzing problems/situations, understanding problem impact on client business
• Identify and escalate situations requiring urgent attention
• Responding to client queries, and providing timely resolutions to client issues
• Maintaining the highest client satisfaction
• Maintaining positive client relationships even in severe situations
• Logging all related activities for each customer query and handling client data securely
• Respond to requests for technical assistance in person, via phone, electronically
• Stay current with system information, changes, and updates
• Make sure that process conformity and SLAs are accomplished

What Youll Need

Required:

• 2-5 years experience in an IT support environment.
• Knowledge of Windows Operating system.
• Knowledge of PC hardware and related devices. laptops, tablets, phones, and printers.
• Knowledge of Asset Management.
• Experience with a Service Desk Ticket System.
• Customer Service Orientation with the ability to work calmly and professionally.
• General IT experience and familiarity with terms related to PCs, laptops, printers, phones, tablets, networks, software, and other IT items.

Preferred:

• Experience with the ServiceNow ticket system.
• ITIL Version 4 Certification.
• A+ Certification.

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with an occasional need to move around the office to attend meetings, etc.
• Must be able to commute between offices as requested
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor