Take your career to the next level with eXcell httpswww.excell.comit-careers . We offer jobs with Fortune 1000 companies nationwide AND invest in your career development through our generous, annual training contribution. Contract to Hire Opportunity The Desktop Technician is responsible for providing end user support relative to software, limited hardware, and network assistance. The Desktop Technician delivery is predicated on Tier 2 diagnostic experience and judgment as well as the application of established workflow procedures. The Desktop Technician provides instructions to identify research and resolve technical problems. Additionally, the Desktop Technician tracks and monitors the incidents and work orders to ensure a timely resolution. Must have excellent communication skills, both written and verbal. What you ll do Establish tier I and II as the single point of contact for all user requests and incidents Lead initiatives as assigned by management Troubleshoot and resolve incidents at a Tier ll and Tier lll level Accountable for continuous improvement Maintain full ownership of ticket through its lifecycle Provide first call resolution or triage for all calls Ensure that for every call andor reported event a ticket was created in both a timely and accurate manner Verify user contact and asset information, categorize ticket accurately, and populate ticket with a full description of the event Utilize the knowledge base and other support documentation to identify, isolate, diagnose, and resolve end-users technical problems and provide information and status as requested Enter all troubleshooting performed and, if applicable, the resolution Escalate tickets to the appropriate support group if required by warm transfer If support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve the incident service request, then escalate to the appropriate support Determine if there is a commonality amongst tickets being generated What You ll Need 5 years experience (a combination of hands-on and phone support) Strong technical knowledge of PC and desktop hardware Working technical knowledge of current operating systems, and standards Ability to launch and operate desktop diagnostic tools to perform remote diagnostics Analytical and problem-solving abilities with keen attention to detail Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment Experience working in a team-oriented, collaborative environment Strong customer-service orientation Excellent written and verbal communication skills Experienced in SLA KPI environment Computer Desktop Support experience Bonus Certifications Experience CTP+, CDIA+, Network+, etc. OEM HW Certifications HP, Lenovo, Dell, etc. Desktop, Laptop, Printer, and Server Service Management tools (i.e. ServiceNow) CompTIA A+ certification W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. eXcell httpswww.excell.comit-careers Supports Equal Employment Opportunity eXcell httpswww.excell.comit-careers , a division of CompuCom Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com httpwww.excell.com .