What are the responsibilities and job description for the Desktop Support Technician position at Sira Consulting, an Inc 5000 company?
Relevant Experience : 3 Years minimum
Certification : A Hardware, Microsoft (preferred), ITIL (Preferred) , CCNA (preferred)
Hardware Support : PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones,
Video Conference Rooms Devices (Audio & Video)
Tools : Windows OS, MS Office, O365, Mac OS (preferred)
Ticketing System : ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management)
Others : Excellent Communication – soft skills (read, write & speak)
Skillset
Ability to perform On-Call Support during Off-Office hours (5:00 PM to 8:00 AM), Sat/Sun and Public Holiday in case of P1/P2 Ticket or any scheduled activity. (Overtime will be taken care).
Travel to the Near By Site in case of a need (Mileage will be taken care).
Work from Office on Daily (No WFH)
Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment
Hands on experience with Imaging, reimaging Windows Operating system for Desktop, Laptops
Ability to move/lift/carry up 50 lbs of weight
Safely move equipment point to point using wheeled carts and vehicles
IMACD & Asset Inventory experience
Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issues.
Ability to use remote desktop connectivity applications
Working knowledge of imaging utilities such as Ghost, SCCM, etc
Delivery and setup of PC equipment to end-users.
Use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
Ability to provision and Support wireless devices.(E.g. Blackberry, Android, and iPhone)
Demonstrated proficiency in Microsoft OS and Microsoft application.
Demonstrated proficiency for installation of desktop software and troubleshoot
Working knowledge of Microsoft Active Directory and GPO
Strong customer service skills
Strong troubleshooting skills
Significant, demonstrated experience with Microsoft Windows operating systems
Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98
Servers: 2012, 2008 r2, 2008, 2003, 2000
Functionally capable with Apple OS X
Advanced troubleshooting skills with hard drive encryption software
Advanced level skills in the Microsoft Office Suite:
Word, Excel, PowerPoint, Outlook configuration issues with Exchange
Strong client-side remote access troubleshooting skills
Demonstrate strong skills supporting printers in an enterprise environment
Advanced knowledge of client-side management tools – Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM).
Strong proficiency in creating and referencing documentation and knowledge articles using Micron tools
Strong software installation and support skills
Disciplined, systematic problem solving skills required