Desktop Support

Job Title: Desktop Support

Location: Mehoopany , PA 18629

Job Type: 6-12+Months

Job Description

The Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team lead.

Responsibilities

 

• Provide high level of customer service
• Provide phone and deskside support to end users across the site
• Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary
• Take ownership of issue equest through resolution or escalation
• Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action
• Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation
  
   

Additional Responsibilities

 

• Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool
• Ensure that work is carried out within agreed Service Levels. (SLA's)
• Client on-boarding, transfers, and off-boarding efforts
• Maintain high level of accuracy of AMDB
• Availability during weekend and after hours as per rotational roster
• Finish Projects (asset refresh etc) in a timely manner
• Work on IMACDs and off hours move requests
• Work with the team lead to make the team lead successful and be a great team player
• Help users facing issues with Mobile Devices
• Show urgency in helping C - suite users and provide exceptional service
  
   

Qualifications

 

• A+ certification and CCNA required or Network experience with no CCNA.
• 2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of products
• Strong interpersonal skills and thoughtful and effective communicator
• Excellent analytical and problem-solving skills
• Excellent time management and organization skills
• Strong written and oral communication skills
• Strong experience and understanding of Office\O365 Experienced in working with Service-Now platform preferred but not necessary
• Working knowledge/experience with PC Imaging Tools.
• Working knowledge/experience with diagnosis and remote control tools.
• Working knowledge/experience with Audio/Visual equipment used in presentation/conference rooms