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Desktop Service Support

2 months ago

Baltimore, United States Worldwide TechServices Full time
Job Description

The Desktop Service Support - is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.

 


Qualifications

Responsibilities

  • Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers.
  • Provide support to client identified VIPs
  • Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
  • Perform Install/Move/Add or Change (IMAC) activities.
  • Perform all assigned desk-side support activities
  • Display outstanding technical and professional services skills at all times
  • Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
  • Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
  • Understands and follows all documented service operations policies and procedures.
  • Other duties or certifications may be assigned to meet business needs

 
Education and Experience:

  • Typically requires technical school certification or equivalent of 2-4 years of relevant experience
  • Certifications and/or Qualifications:
  • Maintain all required OEM Certifications as directed by Management
  • MCSE / CCNP or progress toward MCSE / CCNP is required
  • Windows Server with Active Directory
  • Office 365 and Azure
  • Microsoft Exchange
  • SharePoint Online
  • Routers and routing protocols
  • Firewalls and security concepts
  • Linux and Web hosting
  • Backup software applications
  • VMware and other virtualization applications
  • Knowledge of relevant software and hardware systems
  • Understanding of ITIL methodologies
  • A+ certification is desired
  • May require additional customer-specific certifications or training as required


Skills:
• Excellence in communication and customer-facing skills
• Strong oral, written and interpersonal skills
• Ability to follow instructions and processes with minimal instruction
• Ability to lift and or move various computer equipment up to 50 lbs.
• Must own a basic repair kit
Additional requirements may exist if offer of employment is extended



Additional Information

All your information will be kept confidential according to EEO guidelines.