Desktop / Field Support Technician

CYNET SYSTEMS INC.
Hendersonville, United States of America
2 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Shift work
Languages
English
Experience level
Intermediate

Job location

Hendersonville, United States of America

Tech stack

Microsoft Windows
Microsoft Active Directory
IMac
Apple Mac Systems
Software Applications
Hard Disk Drives
Ghost (Backup Software)
Issue Tracking Systems
Microsoft Office
Microsoft Operating Systems
Microsoft Software
System Center Configuration Manager
Remote Access Technology
Peripherals
Wireless Devices
Laptops

Job description

  • Ability to perform On-Call Support during Off-Office hours (5:00 PM to 8:00 AM), Sat/Sun and Public Holiday in case of P1/P2 Ticket or any scheduled activity.
  • Travel to the nearby site in case of a need.
  • Work from office daily.
  • Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment.
  • Hands-on experience with imaging, reimaging Windows Operating system for Desktop and Laptops.
  • Ability to move/lift/carry up to 50 lbs of weight.
  • Safely move equipment point to point using wheeled carts and vehicles.
  • IMACD & Asset Inventory experience.
  • Follow ESD safety precautions to avoid electrostatic discharge or equipment damage., * 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.
  • 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 date(s) scheduled for the IMAC.
  • Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC.
  • 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 follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issues.
  • Ability to use remote desktop connectivity applications.
  • Working knowledge of imaging utilities such as Ghost, SCCM, etc.
  • Delivery and setup of PC equipment to end-users.
  • Use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
  • Ability to provision and support wireless devices.
  • Demonstrated proficiency in Microsoft OS and Microsoft applications.
  • Demonstrated proficiency for installation of desktop software and troubleshooting.
  • Working knowledge of Microsoft Active Directory and GPO.
  • Strong customer service skills.
  • Strong troubleshooting skills.
  • Significant, demonstrated experience with Microsoft Windows operating systems.
  • Functionally capable with Apple OS X.
  • Advanced troubleshooting skills with hard drive encryption software.
  • Advanced level skills in the Microsoft Office Suite.
  • Strong client-side remote access troubleshooting skills.
  • Demonstrate strong skills supporting printers in an enterprise environment.
  • Advanced knowledge of client-side management tools.
  • Strong proficiency in creating and referencing documentation and knowledge articles.
  • Strong software installation and support skills.
  • Disciplined, systematic problem-solving skills required.
  • Troubleshoot and resolve end-user IT issues in their PCs, mobile phones, printers, and other IT devices., * Excellent communication and presentation skills.
  • Ability to communicate effectively with stakeholders.

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