Desktop Support Specialist

2 months ago

Warren, United States SISL Global Full time

Duration- 3 months Project


IT Desktop Support Technician L1


We are seeking a motivated and skilled Field Support Technician to join our field support team assigned to a large healthcare organization. As a key member of our larger IT services delivery operation, you will provide on-site and hands-on technical support to our end users, working closely with our Service Desk and remote teams to resolve complex issues and ensure a smooth and efficient user experience.

Key Responsibilities

On-site Hardware and Software Support:

  • Troubleshoot and resolve complex hardware and software issues for desktops, laptops, mobile devices, peripherals, scanners, printers, and associated software.
  • Perform break-fix repairs, desk-side support, software and hardware IMACD (Install, Move, Add, Change, Dispose) tasks, data migration, refreshes, and other related activities.
  • Provide on-site technical assistance for updates, configuration changes, and software installations.
  • Troubleshoot and resolve basic printer issues.
  • Identify and proactively address potential issues that may impact user experience.

Ticket Management and Communication:

  • Manage assigned tickets, ensuring timely resolution and closure within service level agreements.
  • Communicate effectively with end users by phone and email, providing updates on ticket status and prompt follow-up as needed.
  • Coordinate with other support groups for seamless issue resolution.

Collaboration and Support:

  • Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts, and stand-by support.
  • Provide IT support for disaster recovery and immediate response in emergency situations at local sites.
  • Provide on-call support outside of business hours on a rotational basis.

Networking Fundamentals:

  • Demonstrate familiarity with basic networking concepts and equipment.
  • Possess the ability to find and trace fiber or copper cabling.
  • Have a basic understanding of network services like DNS and DHCP.

Communications Technology:

  • Possess familiarity with analog, VoIP, and fax communications technology.


Qualifications

Experience: 1-3 years of experience in field services or desktop support.

  • Education: BS/BA in Computer Science, Information Systems, or equivalent combination of education and experience.
  • CompTIA A+ certification or equivalent.


Technical Skills

  • Experience with various desktop systems, operating systems, and technical environments.
  • Proven expertise in supporting Windows operating systems, Microsoft Office, VPN, local and network printing, desktop computers, and mobile devices.
  • Ability to install and troubleshoot a wide range of applications.
  • Possess excellent troubleshooting skills to isolate the root cause of an issue.


Soft Skills

  • Excellent customer service orientation and verbal communication skills.
  • Strong analytical thinking and problem-solving abilities.
  • Ability to work independently and prioritize tasks effectively.
  • Keen discretion and strong integrity, demonstrating trustworthiness and maintaining confidentiality.

Other:

  • Flexible for travel to remote sites or clusters.
  • Ability to lift 50 lbs to waist level.

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