Desktop Support Job Shannon Mississippi USA,IT/Tech

Location: Shannon

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

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

Improving and maintaining customer and employee satisfaction

Performing asset inventory activities as needed

Creating 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.

Technical Requirements:

Required Skills / Qualifications:

Minimum 5 years hands-on experience as deskside/Onsite support/local IT engineer

Strong Microsoft Operating System installation (Win 7, Win 8.1, Win 10, MAC OS X) and troubleshooting skills

Strong experience in providing hands & feet support for Network and Datacenter Equipment/Devices

Strong knowledge on Mac OS, 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, 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, Web Ex, Live Meeting, and Windows Native tools

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

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