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Job title: Desktop Support Technician
Location: Chicago, IL 60606
Duration: 6 Months (Contract to Perm)
Shift: Mon - Fri (8AM - 5PM CST)
Job Overview:
Responsible for maintaining accurate asset records, managing inventory levels, processing assigned cases, and ensuring service requests are handled within established SLA requirements.
The role requires strong attention to detail, timely communication, accurate documentation, and adherence to customer processes.
Key Responsibilities
Inventory Management: Update and maintain the inventory sheet on a weekly basis, ensuring all updates are completed no later than Tuesday at 12:00 PM CST.
Asset Receiving: Receive new assets, verify the required information, and update inventory and asset records accordingly.
Asset Lifecycle Management: Identify older or obsolete assets and work with the team lead to initiate the appropriate asset disposal case and removal process.
Customer Asset Management: Monitor and maintain the customer-provided asset list and deploy assets according to the customer’s requested order, following the FIFO (First In, First Out) process.
Case Management: Accept cases assigned to the technician and make initial contact within four business hours. Document all customer interactions, actions, and updates clearly in the case notes.
SLA Management: Manage assigned cases to meet established SLA requirements with accurate and transparent status updates. Cases must not be artificially paused or placed on hold simply to avoid SLA impacts.
INC cases: Two business-day
SLA SCTACKS: Five business-day SLA Ready-to-Rock
Inventory: Maintain an appropriate supply of pre-imaged and deployment-ready assets, referred to as RTR (Ready to Rock), to support timely fulfillment of customer requirements. Maintain accurate documentation and communicate issues, shortages, or potential delays to the appropriate team lead in a timely manner.
Conversion rate: $24-26/hr. (Depend on performance)
Client Overview:
Our Client is a global company headquartered just south of Charlotte, NC, provides IT managed services, infrastructure solutions, consulting and products to Fortune 1000 companies. Client is committed to enhancing the end users experience in all facets of the word.
Client Vision is to empower people to achieve the highest levels of performance by making technology work for them ? anywhere, anytime, on any device.
Who You are:
You will play a crucial role in supporting our customers and proactively identifying their needs. You’ll work to create the ideal experience that any customer would seek to encounter. For many of our customers, technology problems can be frustrating but easily solved by educating them. Your patience is a virtue! You’ll be the face of our operation and the go-to for what makes our company run our customers.
Experience: