What are the responsibilities and job description for the Desktop Support L1 position at Iron Systems, Inc?
Minimum Experience 1-3 Years Of Field Services Technician
As an onsite support technician, experience in service delivery and end-user hardware and software configuration troubleshooting provides quality services to the end users which includes the following key roles and responsibilities, but not limited to:
Provide Customer-facing End-user Support That Includes
As an onsite support technician, experience in service delivery and end-user hardware and software configuration troubleshooting provides quality services to the end users which includes the following key roles and responsibilities, but not limited to:
Provide Customer-facing End-user Support That Includes
- Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
- Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.
- Perform on-site updates, configuration changes, or software installations.
- Provide on-site technical assistance to end users.
- Identifies potential issues that could adversely impact end-user experience and follows through on action steps to prevent them.
- 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
- Provide Hand and Feet support for network data and voice devices
- Installation of IP, wireless, Analog and Digital phones (Avaya , Nortel, Cisco, Siemens, Mitel etc.)
- Configuration of phones using SOP and phone movement.
- Update the inventory of phones, peripherals, and system cards (like TDM, digital, and CPU cards etc.) to network voice team.
- Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
- Punching the cable for different type of panel like patch panel or IDFs or MDFs for krone with krone tool and punching tool
- Update the circuit inventory and vendor details for the service provider to network voice team.
- Coordination with local vendor for ISP, OEM, channel suppliersand different teams
- BS/BA in Computer Science, Information systems, or an equivalent combination of education or
- Experience with various desktop systems, operating systems, and diverse technical environments.
- Experience with Asset Management will be preferred.
- 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 clusters
- Provide assistance for network-relates issues
- Should be able to lift weight up to 30 lbs at waist level
- Update the inventory of phones, peripherals, and system cards (like TDM, digital and CPU cards etc.) to network voice team.
- Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
- Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
- Update the circuit inventory and vendor details for the service provider to network voice team.