Desktop Support Technician
Must Have:
1-3
years of relevant professional work experience in supporting an enterprise Desktop environment.
Current Microsoft Windows Operating Systems, Networking, Presentation of technical information, Excellent written and verbal communication, Knowledge of Encryption Technology (BitLocker), Image and deploy endpointsCandidates should have advance knowledge of working with service levels, ITSM toolsCandidates should be familiar with:
Working as a member of a large enterprise IT team, Desktop Systems Management tools such as MECM, Supporting retail and warehouse environmentPlusses:
A
CertificationFormal training in Network Infrastructure (Network
Curriculum)Formal Training for Microsoft Desktop Support (MTA Curriculum) Associate degree in related area plus one year work experience or three years in an enterprise environment.
Day To Day:
Provides strategic and operational support to the ITI (Information Technology Infrastructure) Enterprise Desktop Support.
The TECH OPS Technician is responsible for providing software and hardware technical support to the end-user community.
Responsibilities include involvement in client installations, day to day asset management, vendor warranty repairs, MDF/IDF (Main Distribution Frame/Intermediate Distribution Frame), and participation in projects to meet local and company-wide initiatives.
Additionally, this position will support a customer care philosophy that ensures customer satisfaction and follow up with colleagues and end users, to ensure timely resolution of issues.
The ability to assist with projects between internal departments is required.
Strong relationships with IT departments and key customers are crucial to success.
Provide support including resolution of incidents, problems and mitigation actions within the defined Tech Ops support processes.
Provide support for request provisioning including MACD (Moves, Adds, Changes, and Deletes) within the defined TECH OPS processes.
Analyze, troubleshoot and resolve issues with IT Infrastructure and software.
Troubleshoot, diagnose and resolve issues following standard operating procedures documented within the knowledgebase.
Represent the interests of our customers by providing support and appropriate escalation of unresolved problems to TECH OPS L2, Site Lead and other IT functions when issues cannot be resolved.
Work with vendors and internal support contacts to resolve technical problems with desktop equipment and software.
Act as the first point of contact for real-time call handoff from Service Desk to TECH OPS support team for escalation and real time resolution.
Monitor service levels with internal customers and vendors.
Participate in projects that require TECH OPS involvement by delivering based on assigned tasks as documented in the project plans, within the committed resourced hours and escalate any changes to TECH OPS resource manager.
Document changes of IT assets such as status and ownership to maintain accuracy with asset management.
Communicate effectively with end users by setting the right expectation and prioritizing efficiently for better resourcing.
Recommended Skills Asset Management Communication Cryptography Customer Satisfaction Customer Service Hardworking And Dedicated Estimated Salary: $20 to $28 per hour based on qualifications.
1-3
years of relevant professional work experience in supporting an enterprise Desktop environment.
Current Microsoft Windows Operating Systems, Networking, Presentation of technical information, Excellent written and verbal communication, Knowledge of Encryption Technology (BitLocker), Image and deploy endpointsCandidates should have advance knowledge of working with service levels, ITSM toolsCandidates should be familiar with:
Working as a member of a large enterprise IT team, Desktop Systems Management tools such as MECM, Supporting retail and warehouse environmentPlusses:
A
CertificationFormal training in Network Infrastructure (Network
Curriculum)Formal Training for Microsoft Desktop Support (MTA Curriculum) Associate degree in related area plus one year work experience or three years in an enterprise environment.
Day To Day:
Provides strategic and operational support to the ITI (Information Technology Infrastructure) Enterprise Desktop Support.
The TECH OPS Technician is responsible for providing software and hardware technical support to the end-user community.
Responsibilities include involvement in client installations, day to day asset management, vendor warranty repairs, MDF/IDF (Main Distribution Frame/Intermediate Distribution Frame), and participation in projects to meet local and company-wide initiatives.
Additionally, this position will support a customer care philosophy that ensures customer satisfaction and follow up with colleagues and end users, to ensure timely resolution of issues.
The ability to assist with projects between internal departments is required.
Strong relationships with IT departments and key customers are crucial to success.
Provide support including resolution of incidents, problems and mitigation actions within the defined Tech Ops support processes.
Provide support for request provisioning including MACD (Moves, Adds, Changes, and Deletes) within the defined TECH OPS processes.
Analyze, troubleshoot and resolve issues with IT Infrastructure and software.
Troubleshoot, diagnose and resolve issues following standard operating procedures documented within the knowledgebase.
Represent the interests of our customers by providing support and appropriate escalation of unresolved problems to TECH OPS L2, Site Lead and other IT functions when issues cannot be resolved.
Work with vendors and internal support contacts to resolve technical problems with desktop equipment and software.
Act as the first point of contact for real-time call handoff from Service Desk to TECH OPS support team for escalation and real time resolution.
Monitor service levels with internal customers and vendors.
Participate in projects that require TECH OPS involvement by delivering based on assigned tasks as documented in the project plans, within the committed resourced hours and escalate any changes to TECH OPS resource manager.
Document changes of IT assets such as status and ownership to maintain accuracy with asset management.
Communicate effectively with end users by setting the right expectation and prioritizing efficiently for better resourcing.
Recommended Skills Asset Management Communication Cryptography Customer Satisfaction Customer Service Hardworking And Dedicated Estimated Salary: $20 to $28 per hour based on qualifications.
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