Desktop Support Technician

3 weeks ago

Worcester, United States Cynet Systems Full time
Job Description:

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 applications.
  • Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs.
  • ccess related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries.
  • Support for the Mobility devices (Android/iOS/iPhone/iPads).
  • VIP and home-based office (HBO) user support.
  • Imaging/Re-imaging end user systems on approved tickets.
  • Supporting End User Device Lifecycle Management as per Client policies and procedures.
  • 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 basis
  • Provide technical orientation and training for new Client employees on existing systems and software.
  • Due to the nature of the job the candidate should be able to lift 30 pounds with assistance.
  • When moving and repositioning personal computers and ancillary equipment.
  • Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.
  • Provide weekly reports as requested by Customer.
  • Implement best practices in the stores to resolve issues.
  • Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services.
  • Participate in team projects as requested.
  • Support End-User data backup, storage and recovery Services for all End-Users.
  • Coordinate with End-User or other site staff to schedule on-site technical support visit in response to an Incident or IT Service Request, including security remediation services.
  • Provide Smart Hands and Eyes Support - Support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc.) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis), as required to meet Client computing requirements and per Client policies and procedures.
  • Provide Smart Hands and Eyes Support for servers, network and security devices in site locations, as per Client policies and procedures.
  • Provide concierge services as required by local staffing, including:
  • Providing friendly and professional meet and greet and managing customer interaction during their entire experience at the ITSC.
  • Setting customer expectation ahead of possible allocation of case to ITSC agent if required.
  • Supporting customers on issues with Peripherals, and BYOD devices.
  • Provide information on IT/Client products and services.
  • Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac).
  • Software installation/troubleshooting.
  • Mobile Device Management and Mobile Application Management.
  • Support for Wireless connectivity, resolving performance issues, providing device connectivity and value add consultation for short.
Minimum Experience:
  • 6 - 8 years of technical experience in Desktop and Technical Support, Service Delivery including 2-3 years of experience in Medical Care/Hospital FS/IT Management.
Desired Qualifications:
  • BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.
  • Technical Certification (Microsoft/Client/Dell) and ITIL Certification would be an added advantage in this role.

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