| Job Description: |
1. Exp in Desktop support /End user support Engg.
2. Comprehensive knowledge of Microsoft Office applications, including Word, OneNote, Excel, and
Visio
3. Experience in Analytical Skills and process documentation
4. Must be passionate about contributing to an organization focused on continuously improving
consumer experiences
5. Experienced documenting, tracking, and monitoring problems using applicable systems and tools.
6. Experienced in researching and resolving technical problems of moderate complexity, typically
escalated from first line support teams.
Roles & Responsibilities
· The Desktop Support Technician maintains, repairs, and troubleshoots desktop hardware and software packages. Also responsible for customer service and end-user training. · The Desktop Support performs advanced administrative/operational/customer support duties that require independent initiative and judgment · The Desktop Support researches and resolves technical problems of moderate complexity, typically escalated from first line support teams · Responds to escalated telephone, email, and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Decisions are typically focus on methods, tactics, and processes for completing administrative tasks/projects. · Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes, and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge. End-user devices (e.g., desktops/laptop/notebook/tablets) · System software associated to End-User and Distributed Computing Services. Deskside support to End-Users as necessitated by the circumstances of the requester (e.g., Incidents, Service Requests, request of information) and Service Levels. Dispatch and monitor break/fix repairs, including Services performed by other 3rd party vendors. · Work is managed and often guided by precedent and/or documented procedures/regulations/professional IMAC Services for hardware and software. Tracking of the inventory of in-scope software and hardware as required by Humana following asset management process.
Generic Managerial Skills, If any
· Previous experience in End user computing/Call Center operations
· Experience with the Service now
· Intermediate mathematical skills.
Key Words to search in Resume
L2 Desktop Support, Desktop support engineer
Pre-Screening Questionnaire
1. Can you describe your experience with troubleshooting hardware issues on desktops and laptops?
2. How do you prioritize support tickets when multiple issues are reported at the same time?
3. What steps do you take to diagnose a slow-performing computer?
4. Can you explain the process of setting up a new workstation for an employee?
5. How do you handle a situation where a user is frustrated and not satisfied with the support they are
receiving?
6. What tools and software do you commonly use for remote desktop support?
7. Describe a time when you had to learn a new technology quickly to resolve a user issue.
8. How do you ensure that your knowledge of software and hardware remains current?
9. Can you explain the difference between a domain and a workgroup?
10. What is your approach to managing software updates and patches on user machines?
*What are Regulated Positions
"Regulated Positions” are those positions which requires TAG to recruit candidates with specific work
authorizations viz., US Citizens (or) US Persons only as these may be regulated by any of the below listed
per MSA.
- ITAR (International Traffic in Arms Regulations).
Role Descriptions: L2 Desktop Support Engineer
Essential Skills: L2 Desktop Support Engineer
Desirable Skills:
Keyword:
Skills: Desktop Management - Infrastructure Services (IS)
Experience Required: 8-10 |
