Desktop Support Technician

Job Title: Desktop Support Technician

Location: Princeton, NJ 08540 (On-site)

Duration: 12+ Months

Responsibilities:

• Assisting end users on issues in a timely fashion by creating Incident ticket in ServiceNow and if all techs are busy, the technician enters customer in the queuing system
• Monitoring queues for incidents or requests that require resolution.
• Escalate to L3 team /Vendors in case assistance is required to resolve any issue.
• Update the existing SOPs send it back to EUC L3 for review and update as per the documented frequency.
• Prioritizing work based on the impact and urgency of the ticket
• Resolution of Incidents within described SLA timelines as agreed for site support services
• Track ageing and open tickets and service requests. For open tickets requiring spares and accessories and work closely with asset management team in coordinating them.
• Prepare weekly reports, monthly and half yearly dashboards and setup reviews with Client leadership.
• Maintain compliance to Client policies and guidelines like desktop/laptop naming conventions, laptop building/rebuilding checklist, surrender, disposal (Kill Disks/Degauss)
• Ticket lifecycle management not limited to documenting work notes, attaching relevant knowledge and detailing incident resolution.
• Isolate system issues; diagnose standard software issues & report hardware issues to respective Vendors.
• Provide end user assistance in submitting Service Requests.
• Fulfilment of Service Requests where necessary
• Track and report status of IMAC requests. Verify completion of IMACs
• Enable end user / equipment Installs, Moves, and changes (IMAC) Requests.
• Install new or enhanced functions or features: hardware, software, peripherals and configurations (e.g., peripheral upgrades, system reconfigurations, special requisition installations)
• Proactive and regular checks for assets installed in meeting rooms from readiness perspective.
• Assist L3 team in various testing being carried out.
• User Data Transfer on need basis
• Providing information/advice to end‐user on usage of Client tools
• Creation and modification of knowledge articles on issues which have been resolved
• New end user on-boarding hardware setup.
• Remove virus from respective desktop / laptop with the antivirus software as per the mentorship from Client central security team
• Installation / configuration/ Troubleshooting of e-mail clients
• Hardware support to desktops, laptops (Windows/Mac.), Thin clients (Windows and Linux), Printers, Scanners. Mobile devices and Multi-Function Devices.
• Fulfilment of software installations/changes that cannot be automated for remote install
• Hardware imaging, deployment, and repair management services.
• OS & Standard Software Support on desktops. (Core load, Windows 10, Mac OS). Installation and first level support on business specific applications, installing application and upgrades
• When de-installing equipment, de-tag equipment, erase and dispose of data and information residing on hard drives, strip for disposal, update in the asset tracking system that the equipment has been de-installed and disposed of, and prepare the equipment to the vital 3rd party for collection and disposal.
• Follow-up with 3rd party on hardware device replacement where needed
• Steady State Asset Refresh (Does not include project activity of bulk device replacement)
• Image backup of assets for terminated users
• Assist asset management team in sharing the IMAC’s for new installations, movement on floors and carrying out physical verification activities.
• Replacement of consumables for network printers and reporting issues to the appropriate vendor.
• Assist in various customers, internal and external audits
• VIP Support (“white glove” service)
• Web Meeting support for end user having start up issues and troubleshooting commonly known issues)
• End user training and support of key collaboration technologies
• Escort third party vendors visiting Client for IT related support activity within Client office
• New Switch/Module physical replacement assistance within Client Datacenter based on clearly defined instructions of level 3 infrastructure team
• Assist in activity for data/voice Port Deactivation Cases based on clearly defined SOP provided by Level 3 infrastructure team
• Activities regarding physical server needing physical setup like plugging off the server and turning it ON
• Moving or securing network cables within the office environment
• Activities for restarting Server for various reason.
• Assist the Level 3 infrastructure team in physical server refreshes and reboots of devices using standard operating procedure document
• Activities Data Backup Tapes Daily/Weekly Offsite movement within Client office
• Inventory management and labelling of devices within Client office environment
• Handling shipping and receiving requests for movement of end devices within Client office

Provide support to VIP users that includes:

• Raise VIP user incidents and SR’s on phone/e-mail and log tickets on their behalf.
• Priority to VIP end users over other tickets in the queue
• Follow-up with approvers if any and get the SR’s approved.
• Coordinate, follow-up and bring up to all other teams for open VIP cases.
• Analyze VIP Population incidents and SR’s for any patterns and plan mitigation.
• Configuration of laptops/desktop/mobile devices/ iPad/iPhone/android
• Configuration of laptop and Troubleshooting of handheld OS for VIP users
• Support any future upgrade of handheld device technology need to be owned & sustained by Vendor.
• Mailbox configuration on different iPad / iPhone/MAC devices
• Support All Device Management related technologies like Messenger, Handheld issues, IM Presence, UC
• Regular health checks of All VIP User laptops and devices.
• Every VIP user ticket will be acted as a Priority 1 ticket (i.e. the highest priority ticket)
• Managing & co-coordinating with third party vendors
• Ensure the turnaround of the problems or issues faced by the users in any situation.
• Supporting and Resolving VIP user incidents & SR cases.
• End to End IT support for VIP on boarding in Client
• Keep Client IT Stakeholders informed for any VIP incident open for more than 30 minutes.
• Daily updates on open VIP Incidents and SR.
• Manage Backup of Mac and Windows laptops for VIP Population as per Client process.

Qualifications, Experience and Certifications we seek in you

• Should have 3-4 years’ experience as deskside / Onsite Support / Local IT engineer
• Must have knowledge of commonly used end user software’s and a solid understanding of hardware products and accessories
• Experience configuring workstations to include but not limited to profile information, printers, dual monitors etc.
• Good experience in providing hands and feet support for network and datacenter devices
• Mandatory Windows & Mac OS troubleshooting competencies on clients & workstations
• Experience in supporting all major OEM devices (Lenovo, Apple, Dell, Toshiba, HP)
• Solid understanding on hardware, software, and networking concepts
• Strong customer service skills, written and verbal communication skills
• Support mobile devices (Android, IOS)
• Microsoft/ A+ certification a plus
• Should have some experience with or knowledge of A/v solutions used in conference rooms (TV’s, projectors, VoIP telephones, Collaboration software’s like MS Teams, Zoom Etc)