Desktop Support Technician

Job Title: Desktop Support TechnicianLocation: Saline, MI 48176Pay Rate: $21/hr on W2 Duration: 01- 02+ Months (Possibility of Extension)Must have:Primarily responsible for providing first level support through handling incoming queries and help requests from end users, either via Chat or over the phone, using request fulfillment and incident management processes, in line with Service Desk objectives.ResponsibilitiesPerforms basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.Provide support to client-identified VIPsResponds to change management requests, including installing new PC equipment, providing end-user desk-side support, and other related activities.Perform Install/Move/Add or Change (IMAC) activities.Perform all assigned desk-side support activitiesDisplay outstanding technical and professional services skills at all timesMeet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelinesProactively communicate with the end user and service desk personnel regarding arrival times, repair time estimates, and the status of the repairUnderstands and follows all documented service operations policies and procedures.Other duties or certifications may be assigned to meet business needsEducation and Experience:Typically requires technical school certification or equivalent of 2-4 years of relevant experienceCertifications and Qualifications:Knowledge of relevant software and hardware systemsUnderstanding of ITIL methodologiesA+ certification is desiredMay require additional customer-specific certifications or training as requiredSkills:Excellence in communication and customer-facing skillsStrong oral, written, and interpersonal skillsAbility to follow instructions and processes with minimal instructionAbility to lift and move computer equipment up to 50 lbs.Must own a basic repair kitAdditional requirements may exist if the offer of employment is extended.