Futran Tech Solutions Pvt. Ltd.
Desktop Support Specialist -L3
Futran Tech Solutions Pvt. Ltd., Slater, Iowa, United States, 50244
Desktop Support Specialist -L3Exact Location: 2369 - 330th St. Slater, IA 50244
Key Roles and Responsibilities:•ServiceNow ticket handling•Microsoft Windows operating system - all related issues•Microsoft Office 365 ProPlus/2019 - all related issues•PXE boot staging process (+ updating Master cache PC)•HP/Dell Desktop & Laptop hardware scopeso RAM upgradeo Keyboard exchangeo SSD HD replacement•SCCM SW deployment issues (front end)•Hand and eyes experiences for MFP, Standalone, Networked Printers & Scanners•Smartphones & Portable Devices experiences for SIM configuration, how-to questions, Hand on eyes software issues (IOS, Android, and Windows)•Standard and nonstandard HW Devices (peripherals like monitors, label printers, etc.)•Meeting room management (Video and Audio Equipment)•Servers not supported by Wintel (local task)•Network cabling and port patching, Wi-Fi network, replacement of router, HUBS of Switches (local task)•Smart Hands and Eyes for any Client support teams•Toner replacement "MPS" (local task)•Document management like IP spreadsheets, Asset Management, etc.•Stock management (incoming & outgoing IT goods)•Willing to travel to the sites within the local area of Slater (Ames, Iowa; Jefferson, Iowa; Belmond, Iowa, Des Moines, IA)
Knowledge, Skills and Attributes:•Logging, resolving, and assigning incidents into ServiceNow•Own the incident throughout its lifecycle•In vWICs, walk End Users through installing applications and computer peripherals•Install applications and peripherals for End Users in WICs and onsite•Guide users with simple, step-by-step instructions•Conduct troubleshooting (remote and face-to-face)•Test alternative pathways until an issue is resolved•Be able to recognize when to escalate the incident to Level 3 support•Record technical issues and solutions in Knowledge Management System, update knowledge articles with newer and relevant information•Deploy company assets to End Users like a laptop, desktop, mobile phones, etc.•Maintain computer peripheral devices like printers and resolve associated problems, escalate when necessary to 3rd level by raising incidents & taking ownership•Maintain Assets and Configuration Item records Escalate incidents when necessary using the Syngenta escalation process•Provide End User training and education•Update and maintain Engineer Manuals and the Client Knowledge base•Train End Users on the usage of computer hardware and software.•Develop and manage effective professional working relationships with contractor personnel, co-workers, and clients.•Adhere to policies as per corporate manuals and directives•Provide best-in-class End User experience•Participate in the global UWF knowledge sharing network
Key Roles and Responsibilities:•ServiceNow ticket handling•Microsoft Windows operating system - all related issues•Microsoft Office 365 ProPlus/2019 - all related issues•PXE boot staging process (+ updating Master cache PC)•HP/Dell Desktop & Laptop hardware scopeso RAM upgradeo Keyboard exchangeo SSD HD replacement•SCCM SW deployment issues (front end)•Hand and eyes experiences for MFP, Standalone, Networked Printers & Scanners•Smartphones & Portable Devices experiences for SIM configuration, how-to questions, Hand on eyes software issues (IOS, Android, and Windows)•Standard and nonstandard HW Devices (peripherals like monitors, label printers, etc.)•Meeting room management (Video and Audio Equipment)•Servers not supported by Wintel (local task)•Network cabling and port patching, Wi-Fi network, replacement of router, HUBS of Switches (local task)•Smart Hands and Eyes for any Client support teams•Toner replacement "MPS" (local task)•Document management like IP spreadsheets, Asset Management, etc.•Stock management (incoming & outgoing IT goods)•Willing to travel to the sites within the local area of Slater (Ames, Iowa; Jefferson, Iowa; Belmond, Iowa, Des Moines, IA)
Knowledge, Skills and Attributes:•Logging, resolving, and assigning incidents into ServiceNow•Own the incident throughout its lifecycle•In vWICs, walk End Users through installing applications and computer peripherals•Install applications and peripherals for End Users in WICs and onsite•Guide users with simple, step-by-step instructions•Conduct troubleshooting (remote and face-to-face)•Test alternative pathways until an issue is resolved•Be able to recognize when to escalate the incident to Level 3 support•Record technical issues and solutions in Knowledge Management System, update knowledge articles with newer and relevant information•Deploy company assets to End Users like a laptop, desktop, mobile phones, etc.•Maintain computer peripheral devices like printers and resolve associated problems, escalate when necessary to 3rd level by raising incidents & taking ownership•Maintain Assets and Configuration Item records Escalate incidents when necessary using the Syngenta escalation process•Provide End User training and education•Update and maintain Engineer Manuals and the Client Knowledge base•Train End Users on the usage of computer hardware and software.•Develop and manage effective professional working relationships with contractor personnel, co-workers, and clients.•Adhere to policies as per corporate manuals and directives•Provide best-in-class End User experience•Participate in the global UWF knowledge sharing network