Desktop Support technician

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.