Position: Help Desk Technician
Location: Johnston, IA (onsite)
Duration: 12 month contract to start
Looking for an individual who will serve as primary point of contact for onsite support responsibilities that are escalated to this onsite resource via a ticket from Level 1 Support (Service Desk)
- Through the ticketing system the resource responds to onsite technical support inquiries, resolves routine issues and refers more complex inquiries to senior technicians.
- Supports customer satisfaction by advising Account Management of findings on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction which will be communicated by Account Management via Client Service reviews and health assessments.
- Provides desk-side assistance in resolving technology support issues via tickets
- Troubleshoot and replace hardware (end user devices). I.e., battery replacement, swap out monitors, etc.
- Conference room support. Hardware support around conferencing equipment.
- Ability to image new/existing equipment to support employee onboarding. The cliet is not responsible to maintain/develop the images, only imaging of the equipment.
- All support would be provided via tickets from the ticketing system which the onsite resource would be expected to work out of to provide support according to the client's standards
- Provides effective customer service and support both onsite (primarily) and remote as determined by the client
- Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
- Creates knowledge base articles in the system, as applicable in the client's discretion
- Providing standard support coverage Monday - Friday 8:30 am to 5:00 pm Eastern U.S. Time excluding any approved leave
- Resource usage must adhere to Managed IT Project, MAC, and Change Management processes
- The client will provide after hours onsite support via advance notice adhering to their standard process and availability
Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.
Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
