Deskside Support

**Responsibilities:

- **
- Adhering to SLAs
- ITIL Processes awareness and adhering to ITIL process workflow.
- Reporting to the Client Track Lead / Team Lead.
- Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues
- Ensuring that the IT processes are adhered to
- Tracking work tickets on ITIL based ticketing system like Service Now.
- Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
- Performs repairs on computers, laptops, printers and any other authorized peripheral equipment
- Improves and maintains customer and employee satisfaction
- Performing asset inventory activities as needed
- Create documentation for processes and procedures of day to day work. Creating KB articles.
- Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives/etc
- Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.

**Required Skills / Qualifications**:

- Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer
- Strong experience in troubleshooting MS office, O365 (Outlook, Word, Excel, Powerpoint etc)
- Strong desktop support knowledge including hardware, software, and networking concepts
- Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds
- Good knowledge of MAC OS, IPAD and Android devices
- Knowledge of windows Image build process and SCCM deployments
- Good knowledge in handling RF scanners, industry level label printers ( Zebra, etc )
- Experience in handling managed print services, corporate / network printers.
- Basic understanding of Audio/Video equipment and conference room setup
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld - Blackberry, Android & IOS support knowledge
- Strong Customer service skills
- Strong written and verbal communication skills
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE / O365 (Including MS Project, Visio, Onedrive and One Note) and Sharepoint
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
- Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc

**Additional Responsibility**
- Might need to travel to other sites based on demand and requirements.
- On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
- Handle operations and customer requirements as per process and agreed SOW.
- Possible rotational shifts.

Pay: $19.44 - $23.41 per hour

Expected hours: 40 per week

Experience level:

- 5 years

Schedule:

- Day shift

**Experience**:

- Help desk: 5 years (required)
- Windows: 5 years (required)
- MAC OS, IPAD and Android devices: 3 years (required)
- print services, corporate / network printers: 3 years (required)
- MS office, O365 (Outlook Word, Excel, Powerpoint: 3 years (required)

Ability to Commute:

- Chandler, AZ 85226 (required)

Ability to Relocate:

- Chandler, AZ 85226: Relocate before starting work (required)

Work Location: In person