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Desktop Support Technician
3 months ago
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.
- Access 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.
- 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.
- BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.
- A Technical Certification (Microsoft/Client/Dell) and ITIL Certification would be an added advantage in this role.