Desktop Support

Job Title: Desktop Support 

Location: Shannon, MS 38868 

Position Type: Contract 

Job Description

Responsibilities :- 

Adhering to SLAs

ITIL Processes awareness and adhering to

Reporting to the Track Lead / Team Lead

Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems

Troubleshooting technical issues

Ensuring that the processes are adhered to

Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup

Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.

Tracking work tickets on ITIL based ticketing system like Service Now & Remedy

Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.

Performs repairs on computers, laptops, printers and any other authorized peripheral equipment

Improves and maintains customer and employee satisfaction

Performing asset inventory activities as needed

Create documentation for process and procedures

Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.

Pre-Shift Health Checks on operational hardware and systems which will include:

 

• Visiting & checking MDF rooms for any cooling/power issues
• Spot check the UPS health & coordinate with vendor for any repairs/replacements
• Spot check key areas on the floor
• Health check WAPs to see if all are operational & connecting properly
• Spot check Dematic to ensure communications with host & flex
  
   

Configure Network Ports

 

• Configure additional network ports, in case of immediate requirements or emergencies
• Escalate, coordinate & drive network teams for network expansion requests
• Provide Level 1 and Triage support for Main Functional System at designated location (i.e. WMS/Dematic)
  
   

Act as Lead or secondary Lead for P1 Level calls

 

• Escalate issues to next level managers if the technical team needs help
• Provide additional communication to plant supervisors, if required
• Follow up on RCAs to get them completed on time
• Install new Switch or Edge hardware
• Wi-Fi Access Point Configuration Support
  
   

Project delivery coordination

 

• Coordinate with project teams for work order executions
• Escalate to the next levels, based on urgency of the planning/project delivery
• End to End Inventory management including the accessories & other printer supplies
• Managing relations with vendors
• Spot check the test unit and several other devices to see if they are connected to WMS
• Smart hands and feet for SAP and other applications
• Queue management for operations applications such as WMS & Easy label
• SRO to check high workflow areas to ensure that they can print, and print speed is acceptable
• Shop Floor Label and operational Printer support beyond connectivity
• Set up and check office printers for operation
• Packing & shipping to PCs/Laptops
• Basic Desktop deployment and standard imaging, Install approved software with standard software
• Basic RF Gun support
• Verify network connectivity and connection to host system
• Coordinating with the vendor for the repairs (if required)
• Managing the inventory for the RF guns on the floor
• Manage RF Scan Mobile Compute Devices End to End
• Receiving the inventory at the site
• Managing inventory for hot & cold standbys
• Updating the latest software on the RF guns
• Updating the Service account details for the RF guns
• Renewing the RF Gun certificates
• Coordinating with the vendor for the repairs (if required)
• Tune the wireless settings on the RF Guns to ensure seamless connectivity
• Verify network connectivity and connection to host system
• Use test RF unit to test availability. This is to be spot checked in several locations around the building
  
   

Technical Requirements

Required Skills / Qualifications: 

" Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer

" Strong Microsoft Operating System installation(Win 7Win 8.1/Win10 / MAC OS X) and troubleshooting skills 

" Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices 

Stong knowledge on Mac OS, and building of Mac machines , and pushing applications via Mac servers 

" Strong experience in troubleshooting MS office , O365 (Outlook, Word, Excel, Powerpoint etc)

" Strong desktop support knowledge including hardware, software, and networking concepts

" Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds

" Good knowledge of MAC OS, IPAD and Android devices

" Knowledge in windows Image build process and SCCM deployments.

" Basic understanding of Audio/Video equipment and conference room setup

" User account creation for Active Directory, Exchange Mailboxes, Distribution lists

" Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

tool.Escalations

" Troubleshoot and assist end users with mobile device setup, activations and performance issues.

" Handheld Blackberry, Android & IOS support knowledge

" Strong Customer service skills

" Strong written and verbal communication skills

Soft Skills

 

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE / O365 (Including MS Project, Visio, Onedrive and One Note) and Sharepoint
• Should have a great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Can drive HCL's value and its methodology