Desktop Support Technician Jobs

Role:Field Support Technician.

Technology / Domain:Deskside Support

Experience Level:3 to 10 years

Location:Cleveland, OH – USA

•Communication to a personal computing Device (e.g., iPhone, iPad, pager) enabled to receive real-time dispatch notices from the Service Desk;

•Monitoring of a Service Desk Ticket queue for dispatched Tickets, checking the queue at least every ten (10) minutes;

•Acknowledging the receipt of the dispatch Ticket to the Service Desk within ten (10) minutes after reviewing the dispatch Ticket queue;

•Reviewing the troubleshooting information embedded in the dispatched Ticket for familiarization with the end-user issue and to arrive at the end-user’s location with the most appropriate tools and End-User CI replacement parts; and

•Notifying the Service Desk through an established process of the anticipated time of arrival at the end-user’s location.

•Perform remote diagnostics with the end-user;

•Provide all necessary labor to repair or Restore End User CI to Normal Operations;

•Provide all necessary Support for the Maintenance and repair of local Backup and Restore capabilities for End-User CIs;

•Perform BIOS update, if required and approved by Client;

•Conduct asset validation, including end-user profile updates, End-User CI Asset Tag check, model and serial number check, Location etc.

•Provide onsite Support for Conference End-User CIs that reside in conference rooms at Service Locations during team meetings and major events such as conferences and leadership meetings, including:

•Connectivity to Local Area Networks (including wirelessaccess points);

•Connectivity to projectors and Support of projector functionality (including bulb replacements when necessary);

•Assistance with obtaining sufficient power strips;

•Configuration of audio-visual Systems; and

•Resolution of all Incidents related to the performance of End-User CIs residing in conference rooms.