Deskside Support

Responsibilities :-

· Adhering to SLAs

· ITIL Processes awareness and adhering to ITIL process workflow.

· Reporting to the Client 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 IT 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.

· Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.

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

· Improves and maintains customer and employee satisfaction

· Performing asset inventory activities as needed

· Create documentation for processes and procedures of day to day work. Creating KB articles.

· Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives/etc

· Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.

Required Skills / Qualifications:

· Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer

· Strong Microsoft Operating System installation(Win10 / MAC OS X) and troubleshooting skills • Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices Stong knowledge on Mac OS, and 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 and Printers and Handhelds

· Good knowledge of MAC OS, IPAD and Android devices

· Knowledge of windows Image build process and SCCM deployments

· Good knowledge in handling RF scanners, industry level label printers ( Zebra, etc )

· Experience in handling managed print services , corporate / network printers.

· 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, WebEx, Live Meeting, and Windows Native tools tool.

· 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

· Excellent communication and conversation skills (Verbal and Written)

· Good documentation skills

· Good working knowledge of MS OFFICE / O365 (Including MS Project, Visio, Onedrive and One Note) and Sharepoint

· Should have a great customer handling skills

· Able to handle unforeseen situations

· High level of acceptance

· Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc

Additional Responsibility

· Might need to travel to other sites based on demand and requirements.

· On-call requirement for P1/Urgent issues outside regular support hours (local business hours).

· Handle operations and customer requirements as per process and agreed SOW.

· Possible rotational shifts.

Job Type: Full-time

Pay: $19.44 - $23.41 per hour

Expected hours: 40 per week

Experience level:

• 5 years

Schedule:

• Day shift

Experience:

• Help desk: 5 years (Required)
• Windows: 5 years (Required)
• MAC OS, IPAD and Android devices: 3 years (Required)
• print services , corporate / network printers: 3 years (Required)
• MS office , O365 (Outlook Word, Excel, Powerpoint: 3 years (Required)

Ability to Commute:

• Boise, ID 83702 (Required)

Ability to Relocate:

• Boise, ID 83702: Relocate before starting work (Required)

Work Location: In person

Salary : $19 - $23