Job Title : Desk Side Services / DSS

Location : 201 Pleasant Valley RD, Owensboro, KY 42303

Duration : 6 Months

No of Positions : 1

This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.

Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.

Partner will provide :

Mid-level analysis and technical support for customers and their networked computers and peripherals.

Interface with multiple levels of end users, management, VIPs and local technical staff.

Main Responsibilities include :

Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding / desktop support, printers, PDAs, BlackBerrys, and LAN cable drops

Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets

To provide infrastructure administration functions

Providing on-site cover from 8 : 00 1700 hours Mon- Fri as part of a shift arrangement

Being prepared to work out of hours when required and to provide out of hours on-call support cover as required

Troubleshooting and resolving software issues; reimaging computers / hard drives Backing up and restoring settings and associated systems administration activities

Taking ownership of issues through to resolution on all appropriate requests.

Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.

Move equipment associated with escalated help desk incidents and service requests

Performing asset inventory activities as needed.

Trains and orients staff on use of hardware and software.

Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.

Works with procurement staff to purchase hardware and software.

This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Technical Skills :

Excellent skills in user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone etc

Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications . Office

Administration experience of MS Active Directory users & groups, policies and management concepts

Effective communication by Engineer in English and local languages is mandatory

Desired Experience :

At least 2 - 3 years of experience in the field or in a related area required

Prior experience on Desktops, Workstations, Notebooks and Printers

Collaboration experience including remote control of PCs and video conferencing knowledge

Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects / upgrades (workstations)

Strong Microsoft Office skills (Outlook, Word, and Excel)

Thorough understanding of Outlook's calendaring tool

Understanding of Exchange functional accounts and how they are used within Microsoft technologies

Background security check required

Preferred :

Knowledge of basic Networking and other technologies.

Fundamental ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.

Good to have basic understanding of Client Server Architecture, OS.

CCNA / MCP / MSCA Preferred.

Terms & Conditions :

Willing to sign Service agreement (As applicable).

Willing to relocate, if required.

Willing to work in 24*7 environment.