Job description:

JD Desktop/Field Services Tech



The Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team lead.


Responsibilities:

Provide high level of customer service

Provide phone and deskside support to end users across the site

Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary

Take ownership of issue\\request through resolution or escalation

Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action

Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation



Additional Responsibilities:

Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool

Ensure that work is carried out within agreed Service Levels. (SLA's)

Client on-boarding, transfers, and off-boarding efforts

Maintain high level of accuracy of AMDB

Availability during weekend and after hours as per rotational roster

Finish Projects (asset refresh etc) in a timely manner

Work on IMACDs and off hours move requests

Work with the team lead to make the team lead successful and be a great team player

Help users facing issues with Mobile Devices

Show urgency in helping C suite users and provide exceptional service


Qualifications:

A+ certification required

2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of products

Strong interpersonal skills and thoughtful and effective communicator

Excellent analytical and problem-solving skills

Excellent time management and organization skills

Strong written and oral communication skills

Strong experience and understanding of Office\\O365 Experienced in working with Service-Now platform preferred but not necessary

Working knowledge/experience with PC Imaging Tools.

Working knowledge/experience with diagnosis and remote control tools.

Working knowledge/experience with Audio/Visual equipment used in presentation/conference rooms.

• To be responsible for quality of output and ensure client requirements are met.
• To prepare & maintain inventory reports associated with inventory database software & client/company inventory or print room reports for client/healthcare projects.
• To provide oversight of inventory levels, function's best practices and ensure proper documentation of all processes & procedures.
• To review & resolve discrepancy and troubleshoot & support call floor production output.
• To support fulfillment department in carrying out floor operations specific to their function (inventory management/print room ).