Desktop Support
Desktop Support
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1 Vacancy
Job Description
Hi
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Title: Desktop Support L2 Tech Support
Location: NYC NY Onsite
Long Term Contract
Provide break/fix support for desktops laptops and peripherals
Re-image devices and reinstall/configure applications as needed
Troubleshoot Windows OS hardware and enterprise applications
Coordinate with third-party vendors for escalations and hardware replacements
Document issues and resolutions in the IT service management system (ServiceNow Remedy etc.)
Comprehensive understanding of PC hardware software operating systems directory services printing and applications required.
Application support: Include all applications in the computer. If this is the global application coordinate with the second level team to resolve the issues.
PC: Desktop/Laptop installation book end users schedule for upgrade/refresh perform users existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh and ensure they are as per order in the upgraded/refreshed computer.
Printers: Support all printers support network configuration driver installation and vendor coordination for setup/repair of faulty devices etc.
Install and Configure desktops laptops mobile devices and associated Peripherals and related Software.
Excellent understanding of Windows 10/11 OS Android OS Mac OS MS Office Basic LAN /WAN Issues Wi-Fi Configuration Application Software Configuration VOIP Phone Software installationsProvide onsite and remote technical assistance to End Users.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Develop standard configuration and documentation Develop installation and configuration procedures documentation (KB/KEDB and SOPs)
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Coordinate with Level 3 support groups and project teams for service delivery enhancements maintenance and upgrades.
Provide IT support for on-site or off-site events and meetings including site setup coordination with venue IT/AV contacts and stand-by support
Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
Good understanding of O365 and related support activities
Good understanding of Active Directory User/Group Management DNS Group Policy Networking and FirewallProviding 2nd line technical support incident & problem management through effective management of Service Desk ToolExperience of working within SLAs and ITIL processes
Effective written and verbal communication skills
Very strong people skills to manage multiple stakeholders including users senior management IT teams project teams vendors.
Siri Info Solutions Inc
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Employment Type
Full-time
