Desktop Support technician

IT Support Specialist

Responsibilities:

Image and configure laptops and desktops for distribution to onsite, remote users and special projects.

Provide hardware, software, network problem diagnosis/resolution via telephone, email, chat or remote support for customer’s end users.

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 circumvention's.

Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders/incidents to appropriate support teams and follow up until closure.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.

Perform user account management activities.

Escalate complex problem to appropriate support specialists.

Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).

Troubleshoot client software and basic network connectivity problems.

Identify, evaluate and prioritize customer problems and complaints.

May train users and operators on a limited basis and/or may write training procedures.

Participate in on-going training and departmental development.

Routine maintenance updates with other IT staff and business units.

Provide all required documentation including standards, configurations and diagrams.

Provide knowledge transfer of End User Computing operations.

Technical Requirements:

Disciplined, systematic problem solving skills required.

Hands-on work experience with the following Windows Operating systems:

Clients: Windows10, Windows7, Windows Vista, Windows XP, Windows 2000

Servers: Windows 2000, Windows 2003, Windows 2008

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

Others:

• Adobe Acrobat and other common desktop applications like WinZip, etc.