Executive Desktop Support Technician

1 day ago


Princeton, United States Tekskills Inc. Full time

Job Title: Executive 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)



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