Information Technology Desktop Support

Responsibilities

• Provide IT Infrastructure field support including troubleshooting hardware, software, and operating system issues, resolving issues without impacting hardware warranty or customer security compliance requirements.
• Install, troubleshoot and fix desktops, printers, laptops, and other computer peripherals hardware problems as well as desktop applications.
• Basic knowledge of enterprise LAN and WAN setups. perform smart hand activities under instruction-based activities at sites.
• Lift/move computer equipment weighing up to 50 lbs.
• Desk-side support and PC break/fix, including basic administration of Windows OS and MAC/Linux OS (preferred).
• Use TCP/IP networking, DNS, DHCP, VPN, and RDP.
• Provide smart hand support for peripheral and networking hardware including monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels under Smart Hands capability.
• Troubleshoot issues with systems and networks using deductive reasoning; resolve end-user network cabling issues.
• Experience in repeat call analysis and developing preventive actions; experience in problem management.
• Excellent written and verbal communication with clients and management; strong people skills.
• Ability to work with deadlines, take proactive ownership, and work with a sense of urgency.
• Preferred Associate Degree in Electronics and CompTIA A+ Certification; may have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, Client).
• Experience with ticketing tools (Service Now, Remedy, etc.).

• Good oral and written communication
• Able to interact with customers at different levels
• Driven and result oriented
• Passionate about the work
• Ability to work independently or as part of a team
• Ability to complete tasks effectively with minimal supervision
• Must be available to work flexible schedules