Desktop Support Engineer L2

Job Summary:The Deskside Support Technician will provide comprehensive technical support services to the client’s campus-based personnel. All Deskside Support Technicians are subject to shift changes and travel between sites as required. Looking for a technician to analyze and perform diagnostics related to PC and Mac systems, operating issues, and their peripherals.The technician’s professional will configure PC/Mac systems, their peripherals, and mobile devices. Under general supervision, responsible for receiving user tickets through electronic systems, properly documenting all actions taken and communicating effectively with the user community throughout the life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by applying troubleshooting and problem-solving skills. Installs and configures company standard applications. Supports key service-level goals including response time and end-user satisfaction.Principal Responsibilities (Essential Function):Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws.Ensures compliance with all company policies and procedures, including safety rules and regulations.Provide direct technical support to client’s on-site personnel.Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration.Resolve reported incidents in the software & hardware environment.Maintain incident management system with up-to-date information on ticket progress.Complete assigned tickets in a timely manner within the Client SLAs.Update asset tracking inventory in accordance with work instructions.Provisioning and setup of phone for either landline or VOIP.Monitor/Resolve tickets that have been dispatched by the Service Desk for further action.Provide IT orientations for newly hired personnel.Provide support services for client’s conference and training rooms.Perform customer support related tasks and special projects as assigned by management.Liaise as necessary interdepartmentally to seek resolutions to all reported issues.Travel between local offices in order to provide support for meetings and/or training.Job Requirements Education/Experience:BA or Vocational school degree preferred or equivalent work experience.A+ Certification (Must be attained within three months of employment).Microsoft Certified Professional certification a plus.Minimum of 2 years of Deskside support experience.Previous call center, computer support, or customer service experience.Technician must be able to travel if it’s required by our client.Skills:Diagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, Powerbook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone, iPad, and peripherals.Configure and troubleshoot IOS and Android operating systems, should be able to script with PowerShell.Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.Excellent communication and customer service skills. Excellent teamwork skills.Excellent desktop support technical skills. Experience in supporting and troubleshooting Microsoft Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools.Ability to perform root cause analysis and determine appropriate course of action based on result.Competencies:Accountability:

We all strive to be business owners and take appropriate action, controlling our work and making decisions. We treat the company’s assets as our own, always with our long-term success in mind.Adaptability:

The Company has shown continuous growth, and through this we adapt to new changes, work situations and responsibilities.Collaboration:

We respect our colleagues and treat everyone as we want to be treated. We have confidence in each other’s capabilities and intentions.Communication:

We are courteous to our internal and external contacts. We clearly convey key messages, recognizing when miscommunication has occurred and acting to correct it.Proficiency on Office 365, AV support, ServiceNow, MS Teams, TechSpot/Geksquad, Application / VDI support, & Remote support.Working Relationships:Maintain inter-department relationships to resolve reported incidents.Effectively communicate with extended service providers and IT infrastructure groups.Develop communication and working relationship with supervisor and colleagues.Physical Demands and Work Environment:Must be able to lift desktop computers, laptops, monitors, printers and other IT-related equipment.

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