What are the responsibilities and job description for the Desktop Support position at Sumeru Inc?
- Experience: Minimum 5-6 years of Desktop Support Engineer
- Support and maintenance of end-user hardware devices that includes break-fix support and IMAC (Install, Move, Add and Change) support
- Troubleshoot issues of Windows Operating System and base load software, MS office and business applications
- Deploy and troubleshoot peripheral devices (e.g. headsets, keyboards, mouse, docking stations etc.)
- Tracking and resolution of all Incidents and Service Requests related to the break fix. Respond to end-user requests for updates on ticket status and promptly follow up as needed
- Work with local support team for end-user computer equipment moves. This includes disconnect, reconnect, collection and test of equipment (such as PC, monitor, phone, etc.)
- Co-ordinate and supervise on-site visits by vendors for parts replacement (e.g., Dell, Managed Print service providers)
- Install/replace printers and Imaging devices
- Provide support for end-user’s mobility devices and BYOD
- General connectivity issues for WI-FI, wired LAN, VPN, that requires knowledge of site connectivity / infrastructure and site offerings
- Perform hardware inventory management of assets in stockroom and update of equipment status in Remedy
- Hands and eyes support (deploy, rack, stack, patch, cable) of infrastructure devices (servers, network devices)
- Coordinate and manage replacement of faulty parts under OEM support
- Participate and support SWAT team activities in response to Incident/problem resolution
- Participate in Change Review Board (CRB) meetings to support change activities
Desired Skillsets
- Strong understanding of Client based Operating Systems
- Strong understanding of end user hardware troubleshooting’s (desktop & Laptops)
- Strong ticketing system experience
- Proficient understanding of level 1 Helpdesk services
- Strong knowledge of client-based applications
- Proficient with common network protocols (TCP/IP) for device connectivity issues
- Excellent communication skills (English & preferred local language)
- Excellent customer engagement and customer service skills
- Strong desire to help, share, and assist others
- Excellent analytical skills
- Excellent Work Ethic
- Problem solving skills
- Deep technical skills
Contract length: 12 months
Job Types: Full-time, Contract
Schedule:
- 8 hour shift
Education:
- High school or equivalent (Preferred)
Experience:
- Desktop support: 1 year (Preferred)
- Windows: 1 year (Preferred)
Work Remotely:
- No
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