Job Overview
We are seeking a dedicated and technically skilled Desktop Support Technician to join our IT support team. In this role, you will be responsible for providing comprehensive technical assistance to end-users, ensuring the seamless operation of desktop hardware, software, and network systems. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a proactive approach to resolving technical issues. This position offers an opportunity to contribute significantly to maintaining our organization's IT infrastructure and supporting user productivity across diverse environments.
Duties
- Manage the reporting of SLAs, Adherence of SLA and contract
- Manage shift and shift planning including on call roster
- Manage Resource productivity
- Enable the team with training and development
- Ensure security compliance
- Ensure sufficient inventory level is managed across locations
- Ensure all service request and incidents are resolved before agreed service levels
- Plan and execute any move request or project work
- Lead the team by providing technical and process assistance to below activities
- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
- Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks
- Perform onsite updates, Configuration changes, or Software installations.
- Provide onsite technical assistance to end users by visiting their desk location
- Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform end-user support related security and controls and compliance related tasks such as
- Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
Desired Qualifications:
- Experience with various desktop systems, operating systems, and diverse technical environments.
- Excellent customer service orientation and verbal communication skills.
- Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
- Ability to install software for and troubleshoot a wide range of applications.
- Analytical thinking and problem-solving ability.
- CompTIA A+ certification or equivalent certification
- Flexible for travelling to remote sites or cluster
- Should be able to lift weight up to 30lbs at waist level
- Should have own transportation and comfortable for Vaccination/ Drug Test.
Shift Timings: Normal Business hours
OTH1
Pay: $25.00 per hour
Experience:
- technical in providing quality services : 4 years (Required)
Work Location: In person
