Desktop Support Technician

As an Onsite Support Technician with minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

•        Manage a team of 25-30 technicians across locations

•        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:

•        BS/BA in Computer Science, Information systems, or an equivalent combination of education

Experience:

•        4-7 years of experience in service delivery and End user hardware and software

•        Configuration troubleshooting.

•        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