Desktop / Field Support Technician

CYNET SYSTEMS INC.

Northborough, MA, United States

3 months ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Compensation

$41,600.0 - $49,920.0

Working hours

Regular working hours

Job source

dice.com

Tech stack

Active Directory Microsoft Azure Desktop Computing Issue Tracking Systems Microsoft Office Software Engineering Tablet Computers Microsoft InTune Usage Tracking Information Technology Laptops Servicenow

Job description

This position involves providing technical support for various desktop and mobile devices, ensuring high levels of customer satisfaction., * Provide deskside and technical support to desktop PCs, laptops, tablets, smartphones, desk telephony, AV equipment, and related technology.
Ensure a high level of customer satisfaction and communicate effectively in both verbal and written formats.
Support includes specification, installation, and testing of computer systems and peripherals.
Perform fault diagnostics and deliver user requirements while maintaining standards and service level agreements.
Accurately test, identify, prepare, repair, resolve, and document end user technical issues.
Provide second line IT support to the business community.
Work on customer tickets to ensure timely delivery of service.
Provide infrastructure administration functions.
Support on-site as part of a shift arrangement.
Troubleshoot and resolve software issues, including OS imaging and associated systems administration activities.
Take ownership of issues through to resolution.
Categorize and prioritize end user support requests using a customer ticketing system.
Ensure regular customer interaction to adhere to update SLAs and maintain high levels of customer service.
Provide daily ticket updates to users.
Move equipment associated with service requests in line with health and safety guidelines.
Perform asset inventory activities as needed.
Provide end user training and guidance on hardware and software usage.
Recommend and perform upgrades to end user devices.
Work in both business-as-usual and project-based environments requiring flexibility and teamwork.
Perform other duties as assigned.

Requirements

Ability to travel to remote locations.
Own vehicle to drive to different locations and support end users., * Excellent skills in user IT infrastructure including desktops, laptops, printers, and smartphones.
Strong technical skills in Microsoft Windows 11, Office 365, Teams, Google, Service Now, and other applications.
Administration experience of Azure, Intune, and MS Active Directory.
Basic understanding of LAN technologies and hardware.
Ability to support video conferencing equipment.