Chase IT Global · 2 days ago
Desktop Support Specialist
Moline, IL
Contract
Onsite
Mid Level
3+ years expChase IT Global is seeking a Desktop Support Specialist to provide on-site support for customers, delivering both proactive and responsive technical assistance. The role involves troubleshooting hardware and software issues, managing user connections, and ensuring compliance with IT standards to optimize end-user productivity.
Information Technology & Services
Responsibilities
Provide on-site support to end-users, ensuring timely resolution of incidents and service requests related to hardware, software, network connectivity, and peripherals
Execute Installations, Moves, Adds, and Changes (IMAC) for desktops, printers, network devices, and meeting room technology, coordinating with ESP and Infosys as needed
Deliver desk-side orientation for end-users and support on basic usage of hardware and software
Resolve incidents and service requests in line with established service levels for hardware, software, and network connectivity
Troubleshoot and manage break/fix issues, perform hands-on support for servers and network equipment, and coordinate repairs to minimize user downtime
Manage user connections to Infosys network resources, providing assistance irrespective of user location
Operate and manage walk-up service centres, offering end-users a consumer-style support experience with direct, face-to-face assistance
Provide hot-swap device replacements, hardware repairs, system tune-ups, and device refresh services for walk-up users
Assist with device and accessory installations, software updates, and perform device compliance checks per Infosys standards
Deliver high-touch support for VIP users, including extended support hours, rapid incident response, and specialized technical assistance tailored to VIP requirements
Maintain direct communication with VIP users via phone or email to provide real-time support as required
Administer the hardware asset pool to ensure availability of spare parts and equipment for end-users
Qualification
Required
Bachelor's degree in IT, Computer Science, or related field, or equivalent experience, preferred
Minimum of 3 years of experience in desktop support, IT support, or field services, ideally in a large enterprise setting
Proficiency with Windows OS, basic networking, hardware troubleshooting, and enterprise software
Strong customer service, communication, and problem-solving skills
Familiarity with IT service management tools and practices (e.g., ticketing systems, SLAs)
Knowledge and experience of the following applications is a must: ServiceNow (preferred), but experience and knowledge in other ticketing systems is acceptable (i.e., Zendesk, Jira, Zoho Desk), Microsoft 365, MFA and SSO, Active Directory basic administration, Azure basic administration, SCCM image and update deployment
Preferred
Experience supporting VIP users and managing on-site service centres is a plus
Multilingual capabilities, especially in English and the local language, preferred
Company
Chase IT Global
Chase IT Global stands as your premier partner, offering an extensive range of IT, network, digital, and accounting services that can transform your business.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase