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DATE ADDED: Wed 17/10/2018

Desktop Support

Canonsburg, USA


Job Description

Urgent Need 

Duties and Essential Role Functions: The designed intent of the SWAT team is provide EQTMS is a team of IT Technicians to triage and remediate issues with end-users’ ability to use and/or access applications on their desktop, telephone of other end point devices. Level 2 Techs respond to, resolves and escalates technical client issues and requests submitted by phone, e-mail, client portal or by direct contact from EQTMS employee or Contractor.

  • They are to provide expert desktop support, expert systems administration, and intermediate to advanced desk side technical support with a focus on:
    • Client satisfaction
    • Service delivery quality
    • Technical excellence
  • Drive to meet and exceed organizational goals for:
    • First Contact Resolution Rate
    • Employee Satisfaction
  • Demonstrate strong customer service skills to provide phone support including:
    • Listening to the customer to gain an accurate understanding of the situation
    • Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
    • Producing accurate, detailed documentation at the client, problem and incident level
    • Resolving conflict
  • Provide onsite support for Level 2 issues; laptops, desktop, server, mobile devices telephony and other infrastructure support requirements as needed.
  • Follow task creation, work, closure, and escalation procedures
  • Support team members with resolving client issues
  • Create and write knowledge articles
  • Services will include but not be limited to the following:
    • User Build errors
    • User State migration support
    • Issues with data and settings
    • Issues with company applications
    • Test and validate all services

Role: Desktop Support
Job Type:
Location: Canonsburg,

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