Level 2 Deskside Support Technicians

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 has a new opportunity for two Level 2 Deskside Support Technicians. The ideal candidate can speak English, Spanish, Portuguese, and French, however candidates speaking English and Portuguese or English and French will work. This role will be onsite in Bellevue, WA and will later transition to a remote position. Scope of Activity and Responsibilities:

• Provide first and second level contact and problem resolution for customer issues
• Image and reimage laptops
• Provide phone support for software issues using remote control software
• Address user incident tickets regarding hardware, software, and networking (VPN / LAN / Wireless / MFA)
• Provide timely communication on issue status and resolution
• Maintain ticket updates for all reported incidents
• Support and troubleshoot Windows 10 / 11, MS0365 and MS Software Center
• Support and troubleshoot for printers and other computer peripherals
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware / software
• Broad experience of IT with basic understanding of Networks, and Servers
• Assist users with logging into their PC
• Assist users with troubleshooting their desktop appearance and access to their links / applications on their local PC
• Change OneDrive settings on the PC and access OneDrive to copy files / links to their local PC
• Access and install applications from Microsoft Software Center
• Re-domain a PC
• Assist to update technical documentation and manuals
• Access event viewer and other logs to determine error root cause and resolution
• Performs other duties as assigned

• Minimum of 3+ years of IT experience
• Experience with Windows 7-11, MS Office 365, Helpdesk ServiceNow ticketing systems, PC hardware installation and troubleshooting
• Proven analytical, troubleshooting, and problem-solving skills
• Proven ability to multi-task, effectively determine priorities and meet SLA's
• Excellent communication relationship-building and customer service skills
• Adaptable and flexible in a fast-changing industry and work environment
• Ability to work in a project-based environment requiring flexibility and teamwork
• Reliable transportation for onsite work