Desktop Support

2 weeks ago

Milwaukee, United States Ampstek Full time

Role: Desktop Support

Location: Milwaukee, WI 53203

Description

As an End User Support Technician with Minimum of 5 years technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

Provide customer facing end-user support that includes

  • Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
  • IMAC support including large scale/bulk office moves/re-stack activities (all moves)
  • Support for Operating System, base load software, MS Office suite and other business application
  • Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
  • Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
  • Support for the Mobility devices (IOS/iPhone/IPads)
  • VIP and home-based office (HBO) user support
  • Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
  • Respond to end-user requests for updates on ticket status and promptly follow up as needed.
  • Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
  • Perform managed print service invoicing/meter read/polling report verification
  • Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
  • Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
  • 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 emergency response activities in the event of emergency situations at local sites.
  • Provide On-call support if required outside business hours on a rotational

Desired Skillsets

  • Strong understanding of Client based Operating Systems
  • Strong ticketing system experience
  • Proficient understanding of level 1 Helpdesk services
  • Strong understanding of end user hardware
  • Strong knowledge of client based applications
  • Proficient with common network protocols (TCP/IP) for device connectivity issues
  • Excellent communication skills (English & Local language)
  • Excellent customer engagement and customer service skills
  • Strong desire to help, share, and assist others
  • Excellent analytical skills, Work Ethic and Problem-solving skills
  • Basic Safety knowledge in order to assist users with ergonomic equipment
  • Ability to lift heavy equipment’s within stockroom
  • Customer experience - CSAT focused with Customer is #1 Attitude
  • Professional and courteous and Ability and patience to work in a high dense client environment
  • Flexible for travelling to remote sites/Colocations
  • Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage

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