Desktop Support technician

Responsibilities :

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• Image and configure laptops and desktops for distribution to onsite, remote users and special projects.

• Provide hardware, software, network problem diagnosis / resolution via telephone, email, chat or remote support for customer's end users

• Route problems to internal 2nd and 3rd level IT support staff.

• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

• Administer and provide User account provisioning.

• Use the ticketing system to document and manage problems and work requests and their respective resolutions and circumvention's.

. Responds to telephone calls, email, instant messages, and assigned tickets from users;
Assign work orders / incidents to appropriate

support teams and follow up until closure.

. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,

and follow-up steps;
Provide level 1 remote desktop support and perform other activities based on SOPs

. Perform user account management activities

Escalate complex problem to appropriate support specialists

Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,

presentation graphics, database management systems, electronic mail, and communications)

. Troubleshoot client software and basic network connectivity problems

. Identify, evaluate and prioritize customer problems and complaints

. May train users and operators on a limited basis and/or may write training procedures

. Participate in on-going training and departmental development

. Routine maintenance updates with other IT staff and business units

. Provide all required documentation including standards, configurations and diagrams

. Provide knowledge transfer of End User Computing operations

Technical Requirements

• Disciplined, systematic problem solving skills required.

• Hands-on work experience with the following Windows Operating systems

• Clients:
Windows
10, Windows7, Windows Vista, Windows XP, Windows 2000

• Servers:
Windows 2000, Windows 2003, Windows 2008,

• Knowledge of Active Directory, Exchange 2003/2007

• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center or service NOW.

• Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows Native tools

• MS Office Suite (2003, 2007, 2010, 2013 and 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, MS Visio and Lync 2010/2013.

• Internet browsers (e.g. Explorer, Chrome, Firefox) Ability to troubleshoot and solve JAVA and Flash player issues.

• VPN and remote dial-in users

• Support for laptop, desktops, and printers

• iPhone and Android mobile device support


• Others:

• Adobe Acrobat and other common desktop applications like Win Zip, etc.