Deskside Support Technician

4 weeks ago

Cooperstown, United States Cynet Systems Full time
Job Description:

Pay Range: $15hr - $20hr

Responsibilities:
  • Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops.
  • Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets.
  • To provide infrastructure administration functions.
  • Being prepared to work out of hours when required and to provide out of hours on-call support cover as required.
  • Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities.
  • Taking ownership of issues through to resolution on all appropriate requests.
  • Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
  • Move equipment associated with escalated help desk incidents and service requests.
  • Performing asset inventory activities as needed.
  • Trains and orients staff on use of hardware and software.
  • Recommends and performs upgrades on systems (Workstations & Printers) to ensure longevity.
  • Works with procurement staff to purchase hardware and software.
  • This position requires the ability to work in a project-based environment requiring flexibility and teamwork.
  • Performs other duties as assigned.
Technical Skills:
  • Excellent skills in user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone etc.
  • Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office.
  • Administration experience of MS Active Directory users & groups, policies and management concepts.
  • Effective communication by Engineer in English and local languages is mandatory.
Soft Skills:
  • Ability to interact with customers so as to ensure that the service is polite, efficient and responsive.
  • Strong customer service skills.
  • Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels.
  • A self-starter with ability to work on their own initiative.
  • To work through issues analytically to a successful conclusion.
  • Must be detail oriented and self-motivating.
  • Experience of managing and leading a geographically and culturally diverse team.
Desired Experience:
  • At least 2 - 3 years of experience in the field or in a related area required.
  • Prior experience on Desktops, Workstations, Notebooks and Printers.
  • Collaboration experience including remote control of PCs and video conferencing knowledge.
  • Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations).
  • Strong Microsoft Office skills (Outlook, Word, and Excel).
  • Thorough understanding of Outlook's calendaring tool.
  • Understanding of Exchange functional accounts and how they are used within Microsoft technologies.
  • Background security check required.
Certification Requirements:
  • Knowledge of basic Networking and other technologies.
  • Fundamental ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management Preferred.
  • Good to have basic understanding of Client Server Architecture, OS.
  • CCNA/MCP/MSCA Preferred.
Education Requirements:
  • Bachelor s Degree or Equivalent.
Terms and Conditions:
  • Willing to sign Service agreement (As applicable).
  • Willing to relocate, if required.

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