Deskside Technician

3 weeks ago

Watertown, United States Cynet Systems Full time
Job Description:
  • ccurately testing, identifying, repairing, resolving, and documenting end-user technical issues regarding basic network/desktop support, printers, PDAs, iPad / iPhone, and LAN cable drops.
  • Troubleshooting and resolving software issues; reimaging computers/hard drives IMACD (install/Mave/Add/Change/ Disposal) functions including installation and decommission for isolated one-off tasks.
  • Backing up and restoring settings and associated systems administration activities.
  • Taking ownership of issues assigned to the teams queue through to resolution.
  • Categorize and prioritize end-user support Requests and Incidents by utilizing.
  • ServiceNow ticketing systems to track tickets and provide up-to-date status and Information.
  • Performing asset inventory activities as needed (providing there is an associated ticket raised per activity, or an agreement has been made to perform the function as part of a dedicated project).
  • Recommends and performs upgrades on systems to ensure longevity.
  • Interface with multiple levels of end-users, management, and local technical staff.
Responsibilities:
  • Typical Desk Side Support (DSS) tasks as identified.
  • Direct Face-to-Face customer support.
  • Performs analysis and support of functional or corporate deployed Service(s) using.
  • Fundamental problem solving techniques and root cause analysis concepts.
  • Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues.
  • Provides End-User support across all End-User services.
  • pplies technical knowledge to support end users for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all Digital Worker provided services.
  • Overall, provides a world class employee support experience with an exceptional emphasis on quality resolutions and customer support.
  • Resolves technical support issues of moderate to a high level of complexity within the established technical area of client computing and end user services.
  • Partners, as required, with members of a given team or other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified.
  • Identifies potential escalations and proactively alerts management as needed.
  • Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.
  • Reviews, implements, and verifies changes/solutions of medium and high complexity and assess risk.
  • Ensures configuration and inventory management database entries are complete and accurate.
  • Performs work assigned by others.
  • Provides time / resource estimates for assigned tasks including time tracking activities where appropriate and in accordance with company guidelines.
  • Help improve end users productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities.
  • Develop and maintain accurate support documentation.
  • Perform SCRP process and ACR/ICR updates.
  • work rotation is established that ensures that coverage is provided for the full opening hours of the lounge (7am through 7pm and weekends as required).
Desired Experience:
  • t least 5 years of experience in the field or in a related area required.
  • Exceptional customer service skills.
  • Strong written and verbal communication skills.
  • Must be detail oriented and self-motivating.
  • bility to provide consistent, excellent customer support to the entire staff, representing a variety of personalities and management levels.
  • Background security check required.
  • Strong Microsoft Office skills (Outlook, Word, and Excel).
  • Strong Microsoft Operating System installation and troubleshooting skills.
  • Strong Break I Fix skills for Desktops, Workstations, Notebooks, Printers, and mobility devices.
  • Broad experience of IT with basic understanding of Networks, Servers and Telecoms.
  • Experience including remote control of PCs and video conferencing knowledge
  • Windows 10 Upgradation Experience is desirable.
  • Desired to have Experience in Integrating Equipments with IT Infra.