Job Title: CW - Desktop Support CoordinatorLocation: US-TX-AUSTINTerms: W-2 employmentPay: $18-$20/hour, depending on experienceOverviewThe Desktop Support Coordinator is responsible for dispatching/supporting our field service resources/technicians across multiple client locations. Providing desktop support as needed through troubleshooting various hardware and software issues according to customer specifications. Performing first and second level problem diagnosis through to resolution including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines (SLAs).Responsibilities require working with clients/end users, logical vendors, internal technicians/subcontractors, and consulting personnel in a professional and corporate setting to complete assigned MAC/Service Request cases to the customers satisfaction within an aggressive SLA environment.Position Details1 position available40+ Hours a week; Shifts range from 0600-2100, M-F. Candidates must be flexible in scheduling.Strongly prefer candidates with a CompTIA "A+" CertificationMust have a valid Driver's License and be able to pass a 10 year pre-employment background check and drug-screenResponsibilitiesDispatching of desktop support technicians, schedules/prioritizes MAC/Service Request cases utilizing Black Box internal ticketing systems.Provide remote/over the phone support as needed related to Windows operating systems and applications, troubleshooting network connectivity issues, installing operating systems, installing applications, system imaging, system migrating.Assist with installation of applications relating to laptops, desktops, Cisco IP phones, Avaya IP phones as needed.Perform back-up testing to ensure all systems are connected to the customers network as directed.Support inventory management activities such as receiving inventory, tagging of assets, tracking spares, ordering inventory, updating inventory records, prepare and return damaged equipment.Act as an interface, as needed, between associates at the applicable location and centralized project / operations / MAC management teams.Update customers and other stakeholders regularly on ongoing open MAC/Service Requests.Escalate and manage tickets to assure timely resolution.Able to smoothly transfer information at the end of each shift with other support staff about any outstanding issues and tasks.Performs research to improve service levels.Ability to meet multiple service level agreement requirements during the ticket life-cycle.QualificationsKnowledge, Skills, AbilitiesMust have a good understanding of M.S. Windows, system imaging applications, and PC data migration applicationsUnderstanding and working knowledge installing desktop applicationsAbility to think logically, multi-task and perform step-by-step troubleshooting in a fast pace environmentMust have an understanding of IP phone technology and understand network terminologyAbility to document new procedures, update old and/or suggest improvements for Knowledge-baseExperience with Windows, Linux, Networking, VPN, HTML and computer hardwareDetail oriented with excellent written/verbal communication skillsAbility to work in a team environment while displaying excellent customer service skillsEducation / Experience RequirementsHigh School/GED (Required)2+ Years experience in desktop support and call center operations (Required)Associates Degree major in related field (Preferred)Working experience with Microsoft Dynamics Solomon, BMC Remedy ITSM, ServiceNow ticketing systems (Preferred)Experienced with Windows operating systems, system imaging applications, and PC data migration applications (Required)CompTIA A+ Certification (Strongly Desired)Experience in data communications (Preferred)Basic knowledge of IP networking (Preferred)Basic knowledge of IP phones (Preferred)Basic knowledge of Cisco switches and routers (Preferred)Basic knowledge of local and wide area networking (Preferred)We are one of the few staffing agencies trying to make a difference in the staffing industry by disclosing as many of the details regarding our open positions upfront.Allstates Consulting is an Ethical staffing operation, we will NEVER present your resume to our client without obtaining your consent.The majority of our clients are large employers hiring hundreds of contract professionals.On average, one out of 5 placements we make convert to a permanent employee.We offer full health/dental/vision and 401K benefits to all of our contractors.