Deskside Support

3 weeks ago

New York, United States eTeam Full time
Job Responsibilities:
  • Work directly with customers in person, via phone, via ticketing system, and email
  • Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printers
  • Installation, configuration and troubleshooting of:
  • Windows OS
  • Various applications
  • Basic network connections
  • Conference room video and audio support (Polycom, BlueJeans, Google Hangouts)
  • Support/set up of audio visual equipment
  • Support employee meeting setup
  • Support all models of cellular/tablet devices, including Android, IOS and mobile operating systems
  • Support remote users as needed
  • Maintain accurate asset inventory
Major Accountabilities:
Trouble shooting
  • Resolves 1st and 2nd level support issues concerning hardware, software, networking, active directory, applications, telecommunications and remote meeting coordination
  • Responds to all queries, triaging each in a prioritized and timely manner
  • Records issues in the ticketing system and escalates complex issues to appropriate 3rd level support
  • Owns request tickets, performs follow-up, and ensures proper closure is reached and communicated
Hardware
  • Provides hardware support for PCs, printers, network, VoIP phones, wireless and handheld devices
  • Coordinates with vendors and service providers for in-warranty hardware replacement and service
  • Follows standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changes
Software
  • Provides support for software with Client on Microsoft Windows and Office products in-house applications
  • Responsible for updating and maintaining software products and applications as required
Other
  • Participates in the evaluation, piloting, testing and launch of new hardware, software and apps
  • Participates in various IT initiatives, helpdesk/desktop projects and research assigned annually
  • Proposes process improvements
  • Create Help Desk/desktop communications, announcements and presentations to the company and sub groups
  • Researches using web, manuals, publications, etc., including other IT staff and vendors to troubleshoot and answer customer questions
  • Manages, maintains, and improves technical documentation
Qualifications:
  • Two-year or Bachelors Degree (Preferred) in computer sciences or minimum 2 years previous working experience in a corporate IT environment
  • PC and Windows hardware skills, network printers and computer networks
  • Excellent oral and written communication skills
  • Customer service oriented, team player, good listener

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