What are the responsibilities and job description for the Desktop Support position at S2S SOFT LLC?
The Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team lead.
Responsibilities:
· Provide high level of customer service
· Provide phone and deskside support to end users across the site
· Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary
· Take ownership of issue\request through resolution or escalation
· Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action
· Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation
Additional Responsibilities:
· Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool
· Ensure that work is carried out within agreed Service Levels. (SLA's)
· Client on-boarding, transfers, and off-boarding efforts
· Maintain high level of accuracy of AMDB
· Availability during weekend and after hours as per rotational roster
· Finish Projects (asset refresh etc) in a timely manner
· Work on IMACDs and off hours move requests
· Work with the team lead to make the team lead successful and be a great team player
· Help users facing issues with Mobile Devices
· Show urgency in helping C – suite users and provide exceptional service
Qualifications:
· A certification and CCNA is a plus
· 2 years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of products
· Strong interpersonal skills and thoughtful and effective communicator
· Excellent analytical and problem-solving skills
· Excellent time management and organization skills
· Strong written and oral communication skills
· Strong experience and understanding of Office\O365 Experienced in working with Service-Now platform preferred but not necessary
· Working knowledge/experience with PC Imaging Tools.
· Working knowledge/experience with diagnosis and remote control tools.
Working knowledge/experience with Audio/Visual equipment used in presentation/conference rooms.
Job Types: Full-time, Part-time, Contract
Salary: $22.00 - $26.00 per hour
Schedule:
- Monday to Friday
Application Question(s):
- Do you have any one of these certifications CompTIA or CCNA?
- Can you commute to this work location?
- Your hourly expected salary?
Experience:
- Desktop support: 1 year (Preferred)
Work Location: One location