Desktop Support Specialist Opportunity
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This role involves coordinating a range of activities from simple tasks to complex plans. Onsite and on-call support will be provided to end-users within the desktop computing environment in a timely and accurate manner to ensure optimal service delivery.
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Key Responsibilities:
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* Troubleshoot hardware, software, operating system issues, and problems without impacting or violating hardware warranty.
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* Provide desk-side support and PC break/fix, including basic administration of Windows O/S, Anti-spyware, Anti-virus software, VPN & RDP-related issues.
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* Install, troubleshoot, and fix desktops, printers, laptops, and other computer peripherals hardware problems as well as desktop applications.
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* Provide Smart Hand support for peripheral and networking hardware, including monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels under 'Smart Hands' capability.
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* Work closely with SCCM team for Software Distribution, Patching, and Imaging technologies.
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* Perform imaging for break/fix and new deployments.
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* Ensure proper communication and quick resolution during Critical and Major Incidents.
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* Participate in onsite meetings as needed, including outage calls.
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* Coordinate with vendors and 3rd-party suppliers to resolve problems.
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* Registration and confirmation of incidents.
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* Routeto resolver group as appropriate.
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* Re-route incident tickets.
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* Escalate tickets not resolvable by FS, in accordance with escalation procedures.
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* Available for on-call support based on the schedule.
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* Stock, Inventory, and Asset management.
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* Ensure adherence to quality/security standards defined for the engagement.
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Required Skills and Qualifications:
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* Excellent End-user Computing skills.
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* Good knowledge of Infrastructure Support.
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* Strong analytical and problem-solving capabilities.
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* Well-organized and extremely detail-oriented.
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* Strong customer service ethic and great communication skills, both oral and written.
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* Passionate about delivering quality, no matter what you are doing.
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* Ability to work both independently and in a collaborative team-oriented environment.
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* A self-starter, motivated to push the limits and think outside of the box.
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* Fondness for solutions that are simple, elegant, and effective.
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* Ability to work with and maintain confidential information.
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In-depth Knowledge:
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* Windows OS (e.g., XP, Vista, Windows 7, 10).
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* Microsoft Office applications.
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* PC/Laptop hardware.
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* PC/Laptop peripherals, including printers.
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* Mobile devices.
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Basic Knowledge:
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* Active Directory.
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* Exchange.
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* Apple OS.
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* SCCM.
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IT Qualifications:
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* At least one of the following: PC/Laptop OEM Maintenance Certification, CompTIA A+ Certification, Microsoft Certified IT Professional (MCITP) certification in the desktop area, Microsoft Office Specialist (MOS) Certification.
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Experience in a Similar Role:
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* 2+ years of relevant experience.
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* Ready to travel 10-20 miles as per the requirement.
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