Desktop Support Technician L1

OverviewArtech is the 10th Largest IT Staffing Company in the US, according to Staffing Industry Analysts' 2012 annual report. Artech provides technical expertise to fill gaps in clients' immediate skill-sets availability, deliver emerging technology skill-sets, refresh existing skill base, allow for flexibility in project planning and execution phases, and provide budgeting/financial flexibility by offering contingent labor as a variable cost.Job DescriptionTechnical support professionals who provide in-person support to internal employees, remote workers, or external customers and require skills specific to this unique form of customer contact.QualificationsExceptional communication and customer handling skillsExperience working with ticketing system.Strong analytical skills and quality consciousShould work in 24/7 rotational shift timingShould resolve technical problem (over a phone/Chat or remote systems support)Basic Understanding of Windows XP/Win 7.Basic Understanding of Email configuration and support on MS office tools.VPN troubleshooting and Incident Management.Basic Understanding of Microsoft Office products (Excel, Word and Power Point Etc.)Basic Understanding of Network ConceptsBasic Understanding of ADBasic Understanding of troubleshooting Mobile DevicesIndependently resolve tickets within SLA Adheres to standard operating procedures / work instructionsFollow the escalation processFollow the shift hand-over processUpdate work logsUpdate the knowledge baseCoaching fresher's to be independentCoaching analysts for correct routing of tickets, capturing critical informationTechnically upgrade across versions of environment when requiredAdhere to organization policies and proceduresAdditional InformationClient : HCL America; This is a Contract-to-Hire role.J-18808-Ljbffr