Desktop Support Technician

Title : Desktop Support Technician

Location : Frisco TX

ROLE AND RESPONSIBILITIES

Hands-on deskside support technician with 5+ years' experience supporting Macintosh and Windows platform based Laptop and Desktop, peripherals, and printers Excellent customer service and communication skills are a must!

Chief responsibilities include performing varying degrees of problem analysis, resolution of all technical issues related to end-user computing hardware and software including but not limited to Laptops, Desktops, Tablets, and VOIP conference equipment, and all related software. Responsible for performing the activities below while adhering to Service Level Agreements (SLA) & Service Level Requirement (SLR) and able to independently prioritize based on urgency & Executive status.

Primary Responsibilities :

o Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software when required and direct the team.

o Become familiar with local and regional infrastructure, key contacts, and escalations regarding other teams in the business

o Perform break-fix support for a wide range of hardware and software (site specific software competency will be trained while on the job)

o Demonstrate outstanding understanding and communication when working with clients

o Work with vendors to add / change / remove account contracts

o Support a standard set of applications plus additional software and hardware specific to Executives and tailored to a mobile workforce.

o Must be ready to cover extended business hours' support (7am-7pm) with occasional on-call remote support

o Ability to Travel on rare occasions (less than 20%) as per business need.

o Executive VIP Support

Qualifications :

o Highly Knowledgeable (L1+ Skills, 5+ years' relevant experience) in Desk side support function in large fast paced and demanding enterprise environments.

o Must be highly motivated and able to work independently and adhere to scheduled shifts responsibly.

o Very strong customer service mindset with focus on achieving high customer satisfaction

o Very strong English written and verbal communication skills including proper grammar and professional language suited to customer communication.

o Should be able to analyze and prioritize workload in the queue to ensure response and resolution times are within SLA's and meet customer expectations.

o Innovative team player with strong analytical problem solving and interpersonal skills.

ADDITIONAL PREFERRED SKILLS AND COMMON TASKS ON THE JOB

o Customer service skills

o Comfortable working with people in a professional setting

o Able to work with multiple vendors and build work relationships with them

o Able to provide a calming demeanor when frustrated with the customer to reach a positive conclusion.

o Good presentation & communication skills along with ability to handle critical situations.

o Expert on MS Office products including Skype for Business.

o Experience-based Windows 10 support

o BitLocker encryption

o Configuration / imaging

o Crash / BSOD resolution

o Installation environment

o General Windows OS troubleshooting

o Hardware support and troubleshooting

o Troubleshooting hardware issues

o Replacing desktop / laptop hardware

o Installation of peripheral devices

o Microsoft Office proficiency

o Proficiency in Word, Excel, Teams, Outlook, Access, PowerPoint (usage and support)

o Visio, Project (support)

o Able to create documentation and contribute to KB articles

o O365 support

o Basic network troubleshooting

o Experience working with basic network hardware (switches)

o Troubleshooting connectivity issues

o Thorough understanding of wireless / wired networks

o Experience-based iPhone / iPad support

o Providing tips and suggestions to better utilize mobile devices to customers

o Working knowledge of troubleshooting iOS issues

o Comprehension of how mobile devices affect the workplace

o Hardware support and troubleshooting

o Able to identify hardware issues on mobile devices

o Able to pass our vendor's (GSX) certification for basic hardware repair