02 Apr
Deskside Support Specialist
Delaware, Dover , 19901 Dover USA

Vacancy expired!

Deskside Support TechnicianThe Deskside Support Technician is responsible for software and hardware support- Tiers 1 and 2.

Responsibilities:
  • Provide technical advice, guidance and informal training to end users using hardware and software programs.
  • Troubleshoot and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
  • Perform root cause analysis and develops checklists for typical problems
  • Recommend procedures and controls for problem prevention
  • Maintain knowledge database and call tracking database to enhance quality and timeliness of problem resolutions
  • Work in a team setting, sharing information and assisting others with calls
  • Take and handle incoming calls for support in an efficient and professional manner
  • Provide first level of support to resolve most basic problems involving infrastructure and client technology components, including but not limited to:
  • client hardware/software, printers, and network components
  • Provide second level of support to resolve more complex problems involving infrastructure and client technology components, including but not limited to:
  • client hardware/software, printers and network components
  • Stay up-to-date on infrastructure components to always ensure the highest level of service and support to the organization
  • Mentor peers to help them build capabilities
  • Document troubleshooting instructions
  • Improve efficiency of team to resolve problems

Requirements:
  • Bachelor s or Technical Degree Preferred. (computer science, information systems, software engineering or other industry related curriculum).
  • Minimum 2 years in Customer Service Environment
  • 1-2+ years experience in a technician or relevant role
  • Strong working knowledge of PC, Application, Hardware and Networking/systems/Platforms
  • Basic understanding of desktop services, including Operating systems, Desktop applications, Print management, Network connectivity, and Password administration
  • Working knowledge of ITIL service management - programs, procedures, and processes
  • Experience interacting with the Business & ETP community
  • Understanding of the IT infrastructure, including specialized experience in one or more areas (e.g., printers, PC's, software programs)
  • Working knowledge of MS Office, Windows, Active Directory, and iOS
  • Experience in supporting end users or Windows desktop and iOS mobile devices
  • Microsoft Certified Desktop Support Technician or equivalent
  • Ability to successfully troubleshoot LAN/WAN and VPN desktop or mobile device connectivity issues

Vacancy expired!


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