Information Technology Support Specialist

Desktop Technician willprovide day to day local\remote desktop support,receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues ina ticketing system.The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fixes, fault diagnosis, and resolution. Providing fault analysis to customers' various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. The ideal candidate should have 2-3 Years’ experience in Windows Desktop support.

Position Responsibilities and Functions

• Support laptop refresh cycles (mutually planned & agreed upon), including logging, data maintenance, deployment activities, shipping, and other related refresh cycle activities
• Service Provider will be responsible for providing Site Support, including but not limited to, performing installs, moves, adds, changes, and decommission for scope Customer sites
• Provide VIP Support to the Customer Service Locations where VIP Site support services are identified
• Provide hands and feet infrastructure support for all locations where the service provider has staff on site
• Provide on-site diagnosis and hardware repair services/support for all supported hardware and software in scope, without affecting any warranty agreements
• Provide Depot and Concierge Services at select Customer locations

Candidate Required Minimum Qualifications and Skills

• Installation and troubleshooting printer, Scanner, etc end-user devices.
• Ability to work with deadlines and complete tasks on-time
• Minimum of two to three (2-3) years of direct PC and Laptop hardware service experience. The tech will also have basic knowledge of network devices.
• Smart hand support includes L1 activities for Server and Network.
• Skilled in desk-side support and PC break/fix including administration of Windows O/S and Basic skills on desk-side support for smartphones, Apple devices, and MAC OS
• End user end-to-end support 10 Setup of Windows Image Installations/Profile configurations
• End User Support on Win7/Win10
• Ability to troubleshoot issues with systems and networks using good deductive reasoning skills
• Smart hands mentioned in SOW above.
• Coordinating with various technical teams to resolve the issue.
• Expert in Installing and troubleshooting desktop applications, MS Office, O365, Outlook, Skype, basic applications, etc.
• Installation of the windows in new laptop/desktop and replicating configuration from the old machine, SCCM OS deployment 14 Troubleshoot Software related issues
• Good Written and Oral Communication skills with Clients and management. Good people skills.
• Basic Knowledge of Servers, Storage, Tape libraries, TCP/IP networking, DNS, DHCP, VPN, and RDP.
• Experience with Anti-spyware and Anti Virus Software, SCCM
• Keep track of asset transactions and inventories up to date