Vacancy expired!
A looking for a responsible Deskside Tier II Support Specialist - Mid Level that can work under direct supervision to provide deskside help desk functions and support to customers. Candidate will resolve support requests as well as meet customer satisfaction and continuous service delivery demands and SLAs. To succeed in this role, the individual should have excellent time management and communication skills, as you'll collaborate with clients, internal teams, and other stakeholders across the organization. In addition, you will have to be able to work in a fast-paced environment which provides services via the phone, e-mail and in person. You will be responsible for providing support to end-user community on hardware, software, and network related incidents, requests, questions, and use.
Responsibilities- Provide desk side instruction when needed
- Upgrade and or reinstall operating systems
- Provide technical support for mobile devices utilizing Citrix Secure Hub
- Provide peripheral device support and perform initial triage
- Provide support for virus/malware and disk encryption
- Prioritize and provide second-tier support to end users on a variety of issues, including break/fix requests, and be able to identify, research, and resolve technical problems
- Provide incident resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem
- Perform migration of Windows 10 refreshes, including data transfer, installation and configuration of hardware and software
- Must be able to perform system testing before delivery of equipment to end user, and provide desktop training
- Document, track, and monitor the problem to ensure a timely resolution to meet SLAs
- Install, troubleshoot, and repair computer systems, hardware, and computer peripherals
- Collaborate with a wide variety of IT partners to resolve complex technical issues
- Under direct supervision, performs more advanced monitoring services such as installation, trouble shooting, relocations, and/or maintenance of telecommunications/network equipment.
- Assists end-users with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software including, but not limited to: Network Connectivity, MS Office Products, Windows, and Mac.)
- Assists with various license & user auditing; coordinates warranty issues
- Provides experience and support for and works with the Knowledge Management Specialist for knowledge base articles (KBA), and provides work-arounds when needed
- Support equipment move and COOP initiatives, including computers, printers, scanners, and other hardware as required
- Other duties related, as required
- Must have High School Diploma
- Minimum of 2 or more years of of Help Desk experience
- CompTIA A+ Certification (Remote Support or IT Technician Designation)
- Microsoft Office Specialist Certification (at least one of the following; Access, Excel, PowerPoint, Word, or Outlook)
- Desktop support (Windows 7, 10 and Mac)
- Server support (Windows 2008/2012/2016/2019)
- Mobile support (iOS and Android)
- Windows domain environments
- Routing, Switching, and Firewall
- VLAN, DNS, DHCP, Wi-Fi, VoIP, VPN
- Advanced Active Directory
- VMware (virtual environment) experience
- Have a wide range of skills and knowledge in computer hardware and software as well as networking systems in use at customer site
- Must have excellent communication and interpersonal skills when dealing with both internal/external customer/staff
- Must have knowledge of customer service practices
- Experience in the set-up, configuration, use, and trouble-shooting of computers
- Maintains a professional attitude and appearance providing excellent customer service, always
- Solid organizational skills, including multitasking and time-management
- Strong working knowledge of help desk systems and how they operate
- Must be a team player and be able to work effectively as an individual
- Provide accurate and professional responses to customers
- Understanding Change and Configuration Management processes is a plus
Vacancy expired!