Desktop Support Specialist

Job Description

As an Onsite Support Technician with minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

• Manage the reporting of SLAs, Adherence of SLA and contract

• Manage shift and shift planning including on call roster

• Manage Resource productivity

• Enable the team with training and development

• Ensure security compliance

• Ensure sufficient inventory level is managed across locations

• Ensure all service request and incidents are resolved before agreed service levels

• Plan and execute any move request or project work

• Lead the team by providing technical and process assistance to below activities

• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

• Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks

• Perform onsite updates, Configuration changes, or Software installations.

• Provide onsite technical assistance to end users by visiting their desk location

• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.

• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

• Perform end-user support related security and controls and compliance related tasks such as

• Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.

• Provide On-call support if required outside business hours on a rotational basis

Desired Qualifications:

• Experience with various desktop systems, operating systems, and diverse technical environments.

• Excellent customer service orientation and verbal communication skills.

• Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.

• Ability to install software for and troubleshoot a wide range of applications.

• Analytical thinking and problem-solving ability.

• CompTIA A certification or equivalent certification

• Flexible for travelling to remote sites or cluster

• Should be able to lift weight up to 30lbs at waist level

Cygnus Belief

We believe in our commitment to diversity & inclusion.

Equal Employment Opportunity Statement

Cygnus is an Equal Opportunity Employer. We ensure that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation.

All our employment decisions are taken without looking into age, race, creed, color, religion, sex, nationality, disability status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other aspects of employment protected by federal, state, or local law.

Applicants for employment in the US must have work authorization & Cygnus does not offer any sponsorship of a visa for employment authorization in the United States.

Thanks & Regards

Amit Kumar

Cygnus Professionals

3490 US Highway 1

Princeton, NJ 08540

M: 732 485 0000 Ext 9057 or 609-566-6868 (Direct)

F: (888) 900-6979

E: amit.k@cygnuspro.com

LinkedIn: https://www.linkedin.com/in/amit-kumar-341290137/