Desktop Support Specialist

1 week ago


Kalamazoo, United States Cygnus Professionals Inc. Full time

roles and responsibilities:

• Manage a team of 25-30 technicians across locations

• Manage the reporting of SLAs, Adherence of SLA and contract

• Manage shift and shift planning including on call roster

• Manage Resource productivity

• Enable the team with training and development

• Ensure security compliance

• Ensure sufficient inventory level is managed across locations

• Ensure all service request and incidents are resolved before agreed service levels

• Plan and execute any move request or project work

• Lead the team by providing technical and process assistance to below activities

• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

• Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks

• Perform onsite updates, Configuration changes, or Software installations.

• Provide onsite technical assistance to end users by visiting their desk location

• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.

• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.



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