Desktop Support

Job Description: Responsibilities: Adhering to SLAs ITIL Processes awareness and adhering to Reporting to the Track Lead / Team Lead Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues Ensuring that the processes are adhered to Building and configuring PCs and laptops as well as loading software, Setup applications like Outlook, Wi-Fi, VPN and Backup Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices. Tracking work tickets on ITIL based ticketing system like Service Now & Remedy Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues Performing repairs on computers, laptops, printers and any other authorized peripheral equipment Improving and maintaining customer and employee satisfaction Performing asset inventory activities as needed Creating documentation for process and procedures Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis. Technical Requirements: Required Skills / Qualifications: Minimum 5 years hands-on experience as deskside/Onsite support/local IT engineer Strong Microsoft Operating System installation (Win 7, Win 8.1, Win 10, MAC OS X) and troubleshooting skills Strong experience in providing hands & feet support for Network and Datacenter Equipment/Devices Strong knowledge on Mac OS, building of Mac machines, and pushing applications via Mac servers Strong experience in troubleshooting MS Office, O365 (Outlook, Word, Excel, PowerPoint, etc.) Strong desktop support knowledge including hardware, software, and networking concepts Strong skills in Desktops, Workstations, Notebooks, Printers, and Handhelds Good knowledge of MAC OS, iPad, and Android devices Knowledge in Windows Image build process and SCCM deployments Basic understanding of Audio/Video equipment and conference room setup User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools Troubleshoot and assist end users with mobile device setup, activations, and performance issues Handheld Blackberry, Android & IOS support knowledge Strong Customer service skills Strong written and verbal communication skills

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