Desktop Support Specialist

4 weeks ago


Hamtramck, Michigan, United States Cynet Systems Full time

Job Description:

As a Desktop Support Specialist at Cynet Systems, you will be responsible for providing exceptional customer-facing end-user support. Your primary focus will be on installing and configuring desktops, laptops, mobile devices, and associated peripherals and software.

Key responsibilities include:

  • Performing break-fix, desk-side support, and IMACD's (Install, Move, Add, Change, and Delete)
  • Data migration and refreshes
  • Onsite updates, configuration changes, and software installations
  • Providing onsite technical assistance to end-users
  • Identifying potential issues that could impact end-user experience and taking proactive steps to prevent them
  • Managing the ticket queue and ensuring tickets are resolved and closed within the defined service level agreement
  • Responding to end-user requests for updates on ticket status and following up as needed
  • Coordinating with vendors for provision of end-user support
  • Performing end-user support-related security and controls tasks, such as access reviews, risk assessments, and controls verifications
  • Coordinating with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades
  • Providing IT support for on-site or off-site events and meetings, including site setup and coordination with venue IT/AV contacts
  • Providing IT support for disaster recovery and immediate response in emergency situations
  • Providing on-call support outside business hours on a rotational basis

Requirements:

Must have excellent communication and problem-solving skills, with the ability to work effectively in a team environment.

Must have a strong understanding of desktop operating systems, hardware, and software.

Must be able to work in a fast-paced environment and prioritize tasks effectively.

Must be able to maintain confidentiality and handle sensitive information with discretion.

Must be able to work outside of regular business hours on a rotational basis.


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