Desktop Support Technician

IT Support Specialist

Requirement/Must Have:

• 3+ years of relevant experience.
• A+ Hardware certification.
• Microsoft certification (preferred).
• ITIL certification (preferred).
• CCNA certification (preferred).
• Experience with PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones.
• Experience with Video Conference Rooms Devices (Audio & Video).
• Proficiency in Windows OS, MS Office, O365, Mac OS (preferred).
• Experience with Service Now (IM, SRM, AMDB, CMDB, Knowledge Management).
• Excellent communication skills.

Responsibilities:

• Troubleshoot and resolve end users' IT issues in their PCs (Desktop, Tablet), Mobile phones, Printers, and other IT devices in users' environments.
• Support installations, moves, adds, changes, and disposal (IMACDs) requirements.
• Provide or oversee all installations, de-installations, cascades, moves, adds, and changes for all EUC equipment, software, and related services at designated customer sites.
• Coordinate, plan, and schedule IMACDs with all affected IT functions.
• Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs.
• Recreate and document the processes to enable IMAC execution for each software and/or equipment component.
• Obtain from the customer a list of individuals authorized to approve IMAC and project IMAC service requests.
• Receive IMACD related service requests from authorized users and validate the IMAC request for correctness and proper authorization.
• Communicate with authorized users if there is any issue with an IMACD related service request.
• Conduct or confirm a site survey has been conducted to determine the locations of the IMAC and any special requirements.
• Confirm that all equipment, software, parts, network, cabling, or any other services necessary to execute the IMAC will be available as of the scheduled date(s).
• Schedule and dispatch appropriate technicians, including third-party vendors to the IMAC location.
• Treat every client like a VIP, strengthening the relationship as well as engaging users who might disengage from IT.

Skills:

• Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment.
• Hands-on experience with imaging and reimaging the Windows operating system for desktops and laptops.
• Ability to move/lift/carry up to 50 lbs of weight.
• Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops.
• Ability to use remote desktop connectivity applications.
• Working knowledge of imaging utilities such as Ghost, SCCM, etc.
• Strong customer service skills.
• Strong troubleshooting skills.
• Significant experience with Microsoft Windows operating systems.
• Advanced troubleshooting skills with hard drive encryption software.
• Advanced-level skills in the Microsoft Office Suite.

Qualification And

Education:

• Demonstrated proficiency in Microsoft OS and Microsoft applications.
• Demonstrated proficiency in the installation of desktop software and troubleshooting.
• Working knowledge of Microsoft Active Directory and GPO.
• Strong proficiency in creating and referencing documentation and knowledge articles.