Desktop Support Technician

Responsibilities

• Manage the reporting of SLAs, adherence of SLA and contract
• Manage shift and shift planning including on call roster
• Enable the team with training and development
• Ensure security compliance
• Sufficient inventory level is managed across locations
• All service request and incidents are resolved before agreed service levels
• Plan and execute any move request or project work
• Install and Configure desktops, laptops, mobile devices, and associated peripherals and related software
• Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks
• Perform onsite updates, configuration changes, or software installations
• Provide onsite technical assistance to end users by visiting their desk location
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement
• Respond to end-user requests for updates on ticket status and promptly follow up as needed
• Cook with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform end-user support related security and controls and compliance related tasks such as Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Cook with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites
• Provide On-call support if required outside business hours on a rotational basis

Qualifications

• Experience with various desktop systems, operating systems, and diverse technical environments
• Excellent customer service orientation and verbal communication skills
• Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices
• Ability to install software for and troubleshoot a wide range of applications
• Analytical thinking and problem-solving ability
• CompTIA A+ certification or equivalent certification
• Flexible for travelling to remote sites or clusters
• Should be able to lift weight up to 30lbs at waist level