Desktop / Field Support Technician
CYNET SYSTEMS INC.
New Lenox, United States of America
2 days ago
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Experience level
Intermediate Compensation
$ 50KJob location
New Lenox, United States of America
Tech stack
Microsoft Windows
IMac
Desktop Computing
Ghost (Backup Software)
Microsoft Operating Systems
Microsoft Software
System Center Configuration Manager
Remote Access Technology
Remote Desktop Services
Peripherals
Laptops
Job description
- Troubleshoot and resolve end users' IT issues in their PCs (Desktop, Tablet), mobile phones, printers, and other IT devices in users' environments.
- Support installations, moves, adds, changes, and disposal (IMACDs) requirements.
- Provide or oversee all installations, de-installations, cascades, moves, adds, and changes for all EUC equipment, software, and related services at designated customer sites.
- Coordinate, plan, and schedule IMACDs with all affected IT functions.
- Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs.
- Recreate and document the processes to enable IMAC execution for each software and/or equipment component.
- Obtain from the customer a list of individuals authorized to approve IMAC and project IMAC service requests.
- Receive IMACD related service requests from authorized users and validate the IMAC request for correctness and proper authorization.
- Communicate with authorized users if there is any issue with an IMACD related service request.
- Coordinate and communicate with designated customer personnel or other third parties concerning scheduling and requirements.
- Conduct or confirm a site survey has been conducted to determine the location(s) of the IMAC and any special requirements.
- Confirm that all equipment, software, parts, network, cabling, or any other services necessary to execute the IMAC will be available as of the scheduled date(s).
- Schedule and dispatch appropriate technicians, including third-party vendors to the IMAC location.
- Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT.
Requirements
- 3+ years of relevant experience.
- A+ Hardware certification.
- Microsoft certification (preferred).
- ITIL certification (preferred).
- CCNA certification (preferred)., * Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment.
- Hands-on experience with imaging and reimaging the Windows operating system for desktops and laptops.
- Ability to move/lift/carry up to 50 lbs of weight.
- Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops.
- Ability to use remote desktop connectivity applications.
- Working knowledge of imaging utilities such as Ghost, SCCM, etc.
- Strong customer service skills.
- Strong troubleshooting skills.
- Significant experience with Microsoft Windows operating systems.
- Demonstrated proficiency in Microsoft OS and Microsoft applications.
- Advanced troubleshooting skills with hard drive encryption software.
- Strong client-side remote access troubleshooting skills.
- Strong proficiency in creating and referencing documentation and knowledge articles.