Desktop Support

Role: Sr. Desktop Support/ Desktop Support ( We have 4 Opening for Both Role)

Location: AKRON-OH (Day one from Office, NO REMOTE ROLE)

Description: Fulltime Role with TCS

• Understanding of IT infrastructure
• Ability to understand basic network infrastructure
• Good understanding of Microsoft Windows OS family
• Ability to troubleshoot desktop, laptops, printers, Wi-Fi and Audio / Video and conferencing devices
• Knowledge of image deployment on desktop and laptops using various tools like SCCM, MDT, Ghost, etc.
• Experience of working on application deployment tools such as SCCM / Altiris
• Basic understanding of desktop and laptop configuration
• Basic understanding of network devices like cisco switch, routers and Wireless Access Points.
• Understanding of VPN setup
• Experience of working with different vendors
• Knowledge of MS Office and other standard software
• Excellent Communication skills

Good-to-Have

• Microsoft certifications
• DELL / HP Hardware certifications
• Scripting knowledge
• ITIL processes and framework knowledge

Responsibility of / Expectations from the Role

• Support Technical Walk Up Desk and help end users with their issues with PC, Laptop and Mobile equipment
• Monitoring the queues in ITSM tool (ServiceNow, etc) for any open, unassigned and pending tickets / requests and ensuring that all the work is complete within defined SLA’s. Provide standard break-fix support for End user hardware (Desktops, Laptops, Workstations, Mobile workstations, Telephony devices, etc) and coordinating with OEM where the issues cannot be fixed locally without voiding the warranty.
• Troubleshooting and resolving software issues for applications used in client environment which includes install, reinstall or delete.
• Assisting the end users for any support related to Audio / Video / Conferencing devices during the meetings / conferences and proactively monitoring these devices and providing health reports.
• Coordinating with third party vendors (DELL, HP, Xerox, Microsoft, Polycom, etc) for break fix and configuration issues.
• Coordinating and performing office moves for individuals or departments when requested by the client.
• Managing and monitoring the stock rooms.
• Providing standard IMACD and breakfix support for in-scope devices and services. Answering the how to queries of end users.
• Performing the PC refreshes and new installs as per the policies and procedures agreed with client. Owning end to end responsibility including preparing new machine, copying data, installing applications, testing of new machine with user, wiping the old machines, retiring / bringing back the old machines to stockroom, etc.
• Provide basic troubleshooting and configuration assistance regarding mobile phones to the end users.

Job Type: Full-time

Pay: $36,586.23 - $45,430.43 per year

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Akron, OH: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer support: 1 year (Preferred)
• iOS: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: In person

Salary : $36,586 - $45,430