L2 Desktop Support

At eXcell, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people. Our client is looking for a Level 2 Desktop Support Technician to join their team onsite in the Milford, MA area. This Technician will work with end-users to confirm the correct support team has resolved hardware and or software related issues. Scope of Activity and Responsibilities:

• Escalate any unresolved issue to the relevant resolver group based on SOP or instructions
• Receive and document requests for support
• Determine the most suitable ways of providing aid
• Deliver IT and related assistance upon request
• Configure new desktops, routers, modems, and similar devices
• Updating computer operating systems and other important software, as needed

• Previous working industry experience as a Desktop Technician
• Experience troubleshooting of end-user computing issues (hardware and software) and service requests via ticketing system, phone, e-mail, chat, etc.
• Must have basic computer skills
• Experience with ServiceNow software
• Previous work experience with Windows OS and Microsoft Office
• Excellent all-around communication skills
• Ability to work independently and as a team
• Excellent time-management skills