Desktop Support technician

IT Support SpecialistResponsibilities:-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 usersRoute 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 SOPsPerform user account management activitiesEscalate complex problem to appropriate support specialistsResponsible 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 problemsIdentify, evaluate and prioritize customer problems and complaintsMay train users and operators on a limited basis and/or may write training proceduresParticipate in on-going training and departmental developmentRoutine maintenance updates with other IT staff and business unitsProvide all required documentation including standards, configurations and diagramsProvide knowledge transfer of End User Computing operationsTechnical RequirementsDisciplined, systematic problem solving skills required.Hands-on work experience with the following Windows Operating systemsClients: Windows10, Windows7, Windows Vista, Windows XP, Windows 2000Servers: Windows 2000, Windows 2003, Windows 2008Knowledge of Active Directory, Exchange 2003/2007ITSM 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 toolsMS 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 usersSupport for laptop, desktops, and printersiPhone and Android mobile device supportOthers: Adobe Acrobat and other common desktop applications like WinZip, etc. Yochana