Desktop Support Specialist
2 days ago
VDart is seeking a skilled Desktop Support Technician to join our team. As a key member of our IT support team, you will be responsible for providing technical assistance and support to our clients.
Key Responsibilities:- Provide hardware, software, and network problem diagnosis and resolution via telephone, email, chat, or remote support.
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.
- Administer and provide user account provisioning.
- Use the ticketing system to document and manage problems and work requests and their respective resolutions and circumventions.
- Disciplined, systematic problem-solving skills required.
- Hands-on work experience with Windows Operating Systems.
Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008
Technical Requirements:
- Knowledge of Active Directory, Exchange 2003/2007
- ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, or Service NOW
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- MS Office Suite (2003, 2007, 2010, 2013, and 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, MS Visio, and Lync 2010/2013
- Internet browsers (e.g., Explorer, Chrome, Firefox) Ability to troubleshoot and solve JAVA and Flash player issues.
- VPN and remote dial-in users
- Support for laptop, desktops, and printers
- iPhone and Android mobile device support
Other Skills/Experience:
- Ability to successfully provide hardware/software/network problem analysis and resolution support in person, over the phone, or through remote connection.
- Personal dedication to providing high-quality, superior service at all times. Ability to finish what is started is a must.
- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
- Ability to learn new information quickly and the willingness to do so at all times.
- Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality
Certification Requirements:
- Preferred CompTIA A+/MCP/MSCE/MSCA or HDI CSS or Cisco certification
- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
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