Desktop Support Technician

Desktop Support SpecialistPay Range: $18.00hr - $23.00hrRequirement/Must Have:5+ years of experience in Desktop Support.Experience with install, configure, image, and ticketing systems.Ability to perform hardware repair and upgrades.Experience with staging PCs using SRSS and/or Autopilot.Knowledge of manual O/S imaging, installation, configuration, and upgrades on laptops.Experience with COTS (Outlook, Office, Adobe etc.) and enterprise application break/fix support.Technical support experience for configuring field connectivity with VSAT.Experience with UPS system maintenance coordination.Knowledge of IT hardware disposal regulations and inventory audits.Responsibilities:Provide second-line investigation and diagnosis after Service Desk.Resolve and close incidents and service requests as per procedures and allocated timelines.Escalate unresolved incidents and service requests within agreed timescales.Log incident and service request details per help desk procedures.Communicate with customer regarding incident progress.Ensure tickets are always updated until issues are resolved.Conduct customer satisfaction callbacks and surveys.Complete training for On-Site Support Analysts.Comply with Quality, Health, Safety and Environment policies and IT policies.Liaise with customers, other IT support groups and third-party providers when necessary.Perform physical support for Network Refresh Activities.Manage user on/off boarding process activities including delivering new laptops and taking custody of returns.Provide smart-hand support for AV rooms, network, and facilities.Manage e-waste data wiping and clean-up activities.Coordinate and follow-up with OEM Vendors.Support the use of mobile devices to ensure user activation.Maintain field connectivity at Teleport sites to ensure hardware is in optimal condition.Provide hardware support for Printing Server infrastructure including additions, changes, or removals.Provide Data Server hardware support for storage service infrastructure.Support ePACS Server infrastructure hardware adjustments.Support HR with on/off boarding processes to ensure PC tracking.Skills:Desktop Support.Installation.Configuration.Imaging.Ticketing system.Hardware Repair.SRSS.Autopilot.O/S Imaging.VSAT.UPS Maintenance.COTS Support.