What are the responsibilities and job description for the Desktop Support Engineer position at Zodiac Solutions, Inc?
Role :- Desktop Support
Location :- Coral Spring FL (Onsite)
Job Type: Contract
General Description for Deskside JD:
-Relevant Experience : 3 Years minimu
mCertification : 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
)
Skillse
- t 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 WF
- H)Ability to disconnect/reconnect computer workstations, peripherals, and phone equipme
- ntHands on experience with Imaging, reimaging Windows Operating system for Desktop, Lapto
- psAbility to move/lift/carry up 50 lbs of weig
- htSafely move equipment point to point using wheeled carts and vehicl
- esIMACD & Asset Inventory experien
- ceFollow ESD safety precautions to avoid electrostatic discharge or equipment damag
- e.Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issue
- s.Ability to use remote desktop connectivity applicatio
- nsWorking knowledge of imaging utilities such as Ghost, SCCM, e
- tcDelivery and setup of PC equipment to end-user
- s.Use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfactio
- n.Ability to provision and Support wireless devices.(E.g. Blackberry, Android, and iPhon
- e)Demonstrated proficiency in Microsoft OS and Microsoft applicatio
- n.Demonstrated proficiency for installation of desktop software and troublesho
- otWorking knowledge of Microsoft Active Directory and G
- POStrong customer service skil
- lsStrong troubleshooting skil
- lsSignificant, demonstrated experience with Microsoft Windows operating syste
- msClients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows
- 98Servers: 2012, 2008 r2, 2008, 2003, 20
- 00Functionally capable with Apple OS
- XAdvanced troubleshooting skills with hard drive encryption softwa
- reAdvanced level skills in the Microsoft Office Suit
- e:Word, Excel, PowerPoint, Outlook configuration issues with Exchan
- geStrong client-side remote access troubleshooting skil
- lsDemonstrate strong skills supporting printers in an enterprise environme
- ntAdvanced 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 too
- lsStrong software installation and support skil
- lsDisciplined, systematic problem solving skills requir
ed
The Technician need to have experience in IMACD tasks listed be
low(IMACD = Install Move Add Change Dispos
- e )Troubleshoot and resolve End users IT issues in their PCs (Desktop, Desktop, Tablet), Mobile phones, Printers and Other IT Devices in user’s environm
- entSupport Installations, Moves, Adds, Changes, Disposal (IMACDs) requiremen
- ts.Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, Software, and related Services at designated Customer Sit
- es;Coordinate, plan, and schedule IMACDs with all affected IT functions (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party);
- andCoordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturban
- ce.Recrate and document the processes to enable IMAC execution for each Software and/or Equipment Component, and obtain Customer's approval for such processes and documentati
- on;Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests, including specific approval and authorization required for IMACs that include Changes to Software. This list may change from time to time and should be updated on a regular bas
- is;Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorizat
- ionCommunicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or escalate same appropriate
- ly;Coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Use
- rs;conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any special requirements at the location(
- s);Coordinate any physical space requirements as determined during the Site survey revi
- ew;Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IM
- AC;Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IM
- AC.Confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedur
- es;Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC locati
- on;Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from
- ITCancel Network Transport Services that are no longer required after completing the IM