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Company Name : O2O Venturez Pvt. Ltd.
Location : Herndon, VA 20171
Position : Desktop Support
Job Description : Detailed JD: Looking for Desktop person to support Digital Workplace. The Level 2 Support person’s role is to ensure proper computer operation, including triage of network and backend IT incidents, so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.Responsibilities: Follow up on requests and incidents.Receives, analyze and submit requests from the business.Service coordination between different IT teams.Technical skills required to perform troubleshooting and help in resolutions.Creation of documentation related to IT infrastructureExcellent Level 2 troubleshooting skills.Provide suggestions for continual improvement.Research solutions through internal and external knowledgebase as needed.Test fixes to ensure problem has been adequately resolved.Perform post-resolution follow-ups with Level I Technicians as required.Deploy desktops, Laptops, Tablets and Printers. ‘Provide support for Video Teleconference and Collaboration tools like Cisco Webex/Jabber.Perform AD password resets and On Call Support on Critical/Emergency situations.Qualification: IT background education and 4 + years IT experience.Comfortable communicating with all levels of the organization.Excellent customer-focus mindset.Exceptional customer service orientation and communication.Good knowledge of Microsoft Office and G Suite tools.Have experience with cloud solutions (Google).Have Service Now knowledge.Good analytical skills, planning, problem solving, and good interpersonal skills.Show an open mind and a great ability to work as a team player.Have a positive attitude and are perseverant along with good organization skills.Have the ability to work under pressure, when required.Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.Ability to effectively prioritize and execute tasks in a high-pressure environment.Job Type: Full-timeSalary: $60,000.00 – $70,000.00 per yearSchedule:8 hour shiftHolidaysMonday to FridayExperience:ITIL: 1 year (Preferred)Work Location: One location
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