Desktop Support Tech I-II

SUMMARY

The Desktop Support Technician I will help end users and resolve issues with computer hardware or software.Respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for the end users and maintaining the Service Levels, Customer Satisfaction, FCR and Resolution%. Desktop Support Technician II also work closely with other IT departments to provide assistance on tasks that are outside the scope of their knowledge and expertise. Knowledge in ticketing tools. Flexible to work in US Shift Timings. Take full ownership of all open incidents and update them on daily basis. Basic technical knowledge of troubleshooting Windows PC, MAC OS and Laptops. Contribute Knowledge and updated information to maintain the Service Desk SOPs and Training manuals for support.

PRIMARY RESPONSIBILITIES

Handle daily technical support activities on desktop support and basic data network problems.

Setup desktop computers and peripherals and test network connections.

Install and test desktop software applications on daily basis as per user's requirement.

Test computers to ensure proper functioning of computer systems.

Test all conference rooms to ensure VC equipment and IT equipment is in running condition.

Train end users on usage of computer hardware and software.

Develop and manage effective professional working relationships with co-workers and clients.

Adhere to policies as per corporate manuals and directives.

Maintain computer peripheral devices like printers and resolve associated problems.

Maintain Asset Inventory up to date in the Inventory tool.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

Awareness of Microsoft office products like Excel, Word, PowerPoint, Outlook etc

Configuring and troubleshooting of Microsoft outlook

Knowledge in DNS and DHCP

Understanding of Basic Hardware and Networking

Windows OS Installation

Ability to solve complex hardware and software issues.

Ability to travel and work after hours when necessary.

Excellent interpersonal skills.

Willing to work 24X7 support Environment.

Good written and verbal communication skills.

Preference given for ITIL v3/v4 Certified, Comptia [A+/Server+/ Linux+] certified.

Proficient in English, verbal and written.

Resourceful with finding solutions to problems and working knowledge of Microsoft Office Products

Basic Good Knowledge of Windows 7 and Windows 10, basic troubleshooting of network connectivity, VPN, Installation and mobile phone devices and tablets (including Android, iOS, Microsoft, and Google)

The desire and ability to grow and improve technical skills daily.

Familiarity with Active Directory and Office 365, Knowledge of SharePoint is a plus.

Strong customer service skills and be able to communicate and explain issues clearly to clients.

Detail Oriented & Top-notch organizational skills.

Demonstrated patience and overall courteous behavior when working with internal and external customers, including vendors.

Self-motivated and able to follow procedures and instructions.

Full time