Desktop Support

Title: Desktop SupportContract: 6 months (possible extension)Location: Fremont CA 94538Start Date: September 1, 2021 (training will start prior)No C2C/Corp-to-CorpMust be authorized to work in US without restriction or sponsorshipRequirements: Provide 1st level support for all IS issues/requests Ensure all IS related issues/requests are properly logged in the ticket system. Ensure that ticket numbers are communicated to the customer. Ensure that all tickets are fully documented and appropriately prioritized according to guidelines. Appropriately escalate and assign tickets to the necessary 2nd level support groups or individual. Proactively search out solutions to common issues in order to avoid having them become larger issues. Meeting quality measurements as it relates to handling calls and tickets. Create and maintain process and procedure documentation. Respond to users and follow up on open tickets in a timely manner. Provide excellent customer service. Performs other related duties as required. Coordinates Level I response for standard desktop applications (including Windows OS, Microsoft Office, clinical applications). Coordinate resources of 3rd party vendors for seamless integration into the Help Desk support process. Assist with P1 outage calls and help coordinate escalations to 2nd level teams and management.Skills: Associates or Bachelors Degree in Computer Science. Otherwise qualified candidates may substitute 1 to 3 years of relevant work experience. Minimum 2 years experience providing Helpdesk support preferably in a health care environment. Excellent customer service, documentation, and follow up skills. Proficient with Microsoft Operating systems and products (e.g., XP, Windows 7, Office, Sharepoint, etc.) Experienced with supporting hardware (e.g., printers, desktops, laptops, etc.) and software (e.g., Adobe, Symantec anti-virus, etc.)