What are the responsibilities and job description for the Desktop Support Technician position at Cynet Systems?
We are looking for Desktop Support Technician for our client in Stevenson, AL.
Job Title: Desktop Support Technician
Job Location: Stevenson, AL
Job Type: Contract
Job Overview:
Requirement/Must Have:
- 3 years of relevant experience.
- A Hardware certification.
- Microsoft certification (preferred).
- ITIL certification (preferred).
- CCNA certification (preferred).
- Experience with PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones.
- Experience with Video Conference Rooms Devices (Audio & Video).
- Proficiency in Windows OS, MS Office, O365, Mac OS (preferred).
- Experience with ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management).
- Excellent communication skills.
Responsibilities:
- Troubleshoot and resolve end users' IT issues in their PCs (Desktop, Tablet), Mobile phones, Printers, and other IT devices in users' environments.
- Support installations, moves, adds, changes, and disposal (IMACDs) requirements.
- Provide or oversee all installations, de-installations, cascades, moves, adds, and changes for all EUC equipment, software, and related services at designated customer sites.
- Coordinate, plan, and schedule IMACDs with all affected IT functions.
- Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs.
- Recreate and document the processes to enable IMAC execution for each software and/or equipment component.
- Obtain from the customer a list of individuals authorized to approve IMAC and project IMAC service requests.
- Receive IMACD related service requests from authorized users and validate the IMAC request for correctness and proper authorization.
- Communicate with authorized users if there is any issue with an IMACD related service request.
- Conduct or confirm a site survey has been conducted to determine the locations of the IMAC and any special requirements.
- Confirm that all equipment, software, parts, network, cabling, or any other services necessary to execute the IMAC will be available as of the scheduled date(s).
- Schedule and dispatch appropriate technicians, including third-party vendors to the IMAC location.
- Treat every client like a VIP, strengthening the relationship as well as engaging users who might disengage from IT.
Skills:
- Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment.
- Hands-on experience with imaging and reimaging the Windows operating system for desktops and laptops.
- Ability to move/lift/carry up to 50 lbs of weight.
- Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops.
- Ability to use remote desktop connectivity applications.
- Working knowledge of imaging utilities such as Ghost, SCCM, etc.
- Strong customer service skills.
- Strong troubleshooting skills.
- Significant experience with Microsoft Windows operating systems.
- Advanced troubleshooting skills with hard drive encryption software.
- Advanced-level skills in the Microsoft Office Suite.
Qualification And Education:
- Demonstrated proficiency in Microsoft OS and Microsoft applications.
- Demonstrated proficiency in the installation of desktop software and troubleshooting.
- Working knowledge of Microsoft Active Directory and GPO.
- Strong proficiency in creating and referencing documentation and knowledge articles.