Raas Infotek
Technical Recruiter: Delivering top talents for Direct/State clients
Position: Desktop Support
Contract
Job Description:
This position assists customers with technical support of desktop computers, applications, and related technologies. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT is required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms, etc.
Responsibilities
Desk side engineer for technical support for customers and their networked computers and peripherals
Interface with Senior Management, Company Board, Executives & VIP Users
Accurately test, identify, repair, resolve and document end user technical issues regarding basic network/desktop/laptop support, printers, PDAs, iPhone/iPad & other Smart Devices
Break‑fix, troubleshoot and resolve software issues; reimage computers/hard drives
Perform IMACD function including installation and decommission
Backup and restore user data, settings and associated systems administration activities
Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
Assist on incident and problem management activities
Take ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up‑to‑date status and information
Move equipment associated with escalated incidents and service requests
Perform asset inventory activities as needed
Recommend and/or perform upgrades on systems to ensure longevity
Work with procurement staff to purchase hardware and software
Maintain spare parts/inventory list on a monthly basis and coordinate for any disposal requests
Provide trade show planning and support, set‑up, test, training, logistics and maintenance of all required workstation and peripheral equipment at the site
Be available for on‑call support during after‑hours as and when necessary for Priority 1 & 2 incidents
Adhere to ticket response and resolution SLAs as agreed upon with the customer
Have basic understanding of DHCP, DNS, IP addressing and subnetting; basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
Support during Town Halls, Board Meetings, Executive Conferences, Auditorium Meetings; desired experience supporting Cisco, Avaya, Logitech or MS Teams Room
Smart hands support for rack & stack of server, storage, network & firewall components
Provide basic to intermediate support for IDF & MDF closets including but not limited to providing console access, checking & reporting UPS & cooling alerts, PDUs, patch panels & structured cabling
If necessary & required liaise with third‑party vendors & support for resolving complex or OEM related issues
Desired Experience
At least 7–10 years of experience in the field or a related area
Strong Microsoft Operating System installation and troubleshooting skills; experience with Mac OS is an added advantage
Knowledge of mobile OS such as iOS, iPadOS & Android
Strong break‑fix skills for desktops, workstations, notebooks and printers and handhelds
Broad experience of IT with basic understanding of networks, servers and telecoms
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
Strong written and verbal communication skills
Must be detail oriented and self‑motivated
Background security check required
High school diploma or higher degree is preferred but not a showstopper for an ideal candidate
CompTIA A+, Apple Mac Certified Technician or Microsoft Certified Desktop Support Technician is desired
Knowledge & usage of at least one or more ITSM tools like ServiceNow, FreshService, etc. preferred
Ready to travel & support in a 5–10 mile campus radius
Seniority level Mid‑Senior level
Employment type Contract
Job Function & Industries
Information Technology
IT Services and IT Consulting
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Contract
Job Description:
This position assists customers with technical support of desktop computers, applications, and related technologies. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT is required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms, etc.
Responsibilities
Desk side engineer for technical support for customers and their networked computers and peripherals
Interface with Senior Management, Company Board, Executives & VIP Users
Accurately test, identify, repair, resolve and document end user technical issues regarding basic network/desktop/laptop support, printers, PDAs, iPhone/iPad & other Smart Devices
Break‑fix, troubleshoot and resolve software issues; reimage computers/hard drives
Perform IMACD function including installation and decommission
Backup and restore user data, settings and associated systems administration activities
Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
Assist on incident and problem management activities
Take ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up‑to‑date status and information
Move equipment associated with escalated incidents and service requests
Perform asset inventory activities as needed
Recommend and/or perform upgrades on systems to ensure longevity
Work with procurement staff to purchase hardware and software
Maintain spare parts/inventory list on a monthly basis and coordinate for any disposal requests
Provide trade show planning and support, set‑up, test, training, logistics and maintenance of all required workstation and peripheral equipment at the site
Be available for on‑call support during after‑hours as and when necessary for Priority 1 & 2 incidents
Adhere to ticket response and resolution SLAs as agreed upon with the customer
Have basic understanding of DHCP, DNS, IP addressing and subnetting; basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
Support during Town Halls, Board Meetings, Executive Conferences, Auditorium Meetings; desired experience supporting Cisco, Avaya, Logitech or MS Teams Room
Smart hands support for rack & stack of server, storage, network & firewall components
Provide basic to intermediate support for IDF & MDF closets including but not limited to providing console access, checking & reporting UPS & cooling alerts, PDUs, patch panels & structured cabling
If necessary & required liaise with third‑party vendors & support for resolving complex or OEM related issues
Desired Experience
At least 7–10 years of experience in the field or a related area
Strong Microsoft Operating System installation and troubleshooting skills; experience with Mac OS is an added advantage
Knowledge of mobile OS such as iOS, iPadOS & Android
Strong break‑fix skills for desktops, workstations, notebooks and printers and handhelds
Broad experience of IT with basic understanding of networks, servers and telecoms
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
Strong written and verbal communication skills
Must be detail oriented and self‑motivated
Background security check required
High school diploma or higher degree is preferred but not a showstopper for an ideal candidate
CompTIA A+, Apple Mac Certified Technician or Microsoft Certified Desktop Support Technician is desired
Knowledge & usage of at least one or more ITSM tools like ServiceNow, FreshService, etc. preferred
Ready to travel & support in a 5–10 mile campus radius
Seniority level Mid‑Senior level
Employment type Contract
Job Function & Industries
Information Technology
IT Services and IT Consulting
#J-18808-Ljbffr