Desktop Support Specialist

Description:

**100% Remote**

Our client has an exciting opportunity for a Desktop Support Specialist.

Due to client requirement, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $25 - $28 / hr. w2

• A key member of the global End User Services team, shared responsibility of effectively managing the Service Management queues in accordance with priority and commitment.
• Together with the global End User Services team, collective responsibility to ensure the efficient staffing of the 1Help 24x5 call center support service.
• Professional, well-presented and motivated individual providing support to Illumina's general userbase through various communication channels.
• Deliver exceptional results by effectively handling one's personal workload and collaborating effectively with the End User Services Team.
• Adhere to Global Information Services policies and procedures supporting the business through best practices and great customer service.
• Engage in cross-functional collaboration working with the wider Global Information Services organization to support the business and organizational changes.
• Contribute and support communication with other resolver groups in Global Information Services to ensure appropriate action is taken to resolve issues in a timely manner.
• Maintain an open mindset when it comes to sharing knowledge and offering guidance to both new and existing junior members of the End User Services team.
• Occasional requirement for after-hours support as needed (Shared burden and low volume expected)

• Experience working in an ITIL environment.
• Experience with AV support (Conference Rooms, Meeting support, and Event Support.
• Experience with Lab IT support (Validated Labs, Regulated Clinical Labs, Instruments & Manufacturing Environments).
• Knowledge of Windows, Mac, iOS, and Android operating systems
• Excellent customer service approach
• Clear and adaptive communication style
• Initiative & self-management
• Process development & maturation
• The ability to multi-task, effectively determine priorities and meet SLA's.
• Enthusiasm to learn new skills and embrace change.
• Ability to work in a fast-paced environment.
• Experience supporting Company Executives directly.
• Creation of support documentation, guides, and manuals.

• Bachelor's degree from an accredited college or university or equivalent work experience.
• Experience working within an IT organization.