Desktop Support Technician

Job Title: Associate TIM Engineer

Location: PLANO, Texas (On-site)

Job Description:

Single point of contact for end user to receive support and maintenance for computers and network system

Ensure that Incidents and Service Requests have been dealt with to the Business users satisfaction

Ensure that response time and resolution time objectives are met as defined in the SLA

Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment.

Customize desktop hardware to meet user specifications and site standards.

Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime.

Working knowledge of SCCM, AD, Exchange 2007/2010, DHCP, DNS and remote control tools.

Troubleshooting network connectivity in a LAN/WAN environment.

Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment.

Work with WDS Management team to test and deploy desktop images.

Provide and support Data Centre Activities.

Support all Microsoft, third party and internally designed applications.

Provide detailed documentation and communicate precisely with other IT teams as required.

Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.

Ensure that there is sufficient support to clients and provide friendly customer service. Works with vendor support contacts to resolve technical problems.

Knowledge of all software applications used within the organization.

Responsible for tracking hardware and software inventory Skills: In depth knowledge of Windows desktop technologies.

In depth knowledge of Desktop and laptop hardware.

Intermediate knowledge of TCP/IP, DNS and Internetworking Technology.

Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).

Knowledge of ITIL.

Knowledge of Server, Voice & Communications Infrastructure.

Knowledge of various Operating systems (e.g. Windows, Linux, Apple).

Knowledge of Audio and Video Conferencing technologies.

Good communication Skills (both verbal and written).

Candidate Must-Have:

Technical Skills Must:

Windows OS support (desktop technologies, hardware troubleshooting).

Experience with SCCM, AD, Exchange, DHCP, DNS.

Network troubleshooting (LAN/WAN).

Intermediate knowledge of Microsoft Office Suite.

Experience:

End-user support (desktop, laptop, and peripherals).

Knowledge of ITIL processes.

Strong troubleshooting skills in both software and hardware.

Certifications (Desirable but not mandatory):

ITIL certification.

Certifications in Windows, hardware, or networking (e.g., CompTIA A+, Network