DesktopIT Support

Top skills: Windows/Mac Office 365 Cloud infra Imaging Troubleshooting etc.

• Associate will identify deliver and install electronic equipment at end user desks.
• They will also assist users with Video Conference meeting setup as well as troubleshoot any Video Conferencing issues.
• This position will also keep accurate inventory as well as maintain a neat and orderly stock room.
• They will do some light end user one on one training to help users understand and adopt technology.
• They will help employees with hands on IT issues but will also have to be able to direct IT support to an internal IT support desk.
• Staff TechZone desk during office hours (09:00 AM PST to 5 PM PST). Hours may change to accommodate special company events
• Use ServiceNow to accept work and resolve incidents
• Open incidents and requests in ServiceNow
• Communicate with internal IT employees and end users in an effective and professional manner
• Be prepared to offer one on one training using already created training materials
• Install electronic equipment including but not limited to carrying equipment installing equipment and removing old equipment as well as trash
• Image laptops and desktops (Windows / Mac)
• Assist with Video Conferencing setup and troubleshooting
• Desk setups end user desk moves and removal of electronic equipment
• Strong organizational skills
• Track maintain and organize electronic equipment stock. This includes but is not limited to laptops monitors cables headsets adapters and printers.
• Exemplary customer service skills are mandatory along with the ability to empathize with customers and their needs
• Must be able to move at a quick pace
• Must be able to prioritize several concurrent issues to address the most urgent first
• Direct end users to an internal IT support desk for any duties not described above
• Works with customer IT leadership to ensure any personnel problems that arise are handled and resolved within 90 days or automatic dismissal of individual resource will occur
• Assist Customer US locale facilities team with local IT related needs
• Assist users based out of US locale with their local IT related needs. Ex. Shipping of laptops accessories etc.
• Must be proficient in assisting customers users with their technical needs with the following devices: with laptop desktop desk phones headsets mouse keyboard mobile devices (iOS Android) printing faxing scanning
• Alert (when applicable) IT management of IT issues that may be developing in US office or global IT system. Ex: SSO is down or no one can print in US office.
• Prioritize the needs of VIP members
• Shadow and familiarize with white glove