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Desktop Support Specialist - Madison, United States - Hexaware Technologies
Description
About the jobHexaware is looking for
Role:
Deskside Support
Work Mode:
Onsite
Location:
Janesville, WI
Job Description:
Support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance.
Requirements
Providing support for end user devices and break-fix for all users
Availability to provide support during holidays as requested by customer.
Basic experience in a Help Desk, Call Center, and Technical Support environment.
Knowledge of ServiceNow is preferred or similar ticketing system is desired.
Demonstrate knowledge in all activities associated with incident, problem, and request resolution management of end user PC hardware and software issues in a Windows operating environment.
Having experience with mainframe issues a plus.Experience in the following:
Most current Microsoft Windows Operating System as well as Microsoft Office Products.
Experience in Remote connectivity via VPN and VDI.
Basic knowledge of TCP/IP as well as Network Hardware, such as routers, switches, hubs, etc. including their functions and capabilities. Microsoft Windows Server technology.
Experience in Remote assistance tools such as Bomgar, Desktop Central.
Experience in home networks and Wi-Fi in an effort to troubleshoot such issues.
Experience in Security Administration of Active Directory &/or IBM RACF a plus. Not required for this position but a plus if applicant has experience in employee additions, transfers, and deletions. Have experience in creating security groups and also experience in server security access.
Must follow ITIL processes and procedures and ITIL framework certification preferred.
Ability to work well with others in a team environment including as a member of possible rotational assignments, or as part of a project team
Handle user device issues & break fixes wherein all user tickets will be routed through Service Desk.
All incidents or service requests will be assigned priority as per company policy and accordingly worked upon by deskside teams for resolution or in case requiring device OEM (Original Equipment Manufacturer) support, would be triaged to respective OEM's.
Coordinate Dispatch support for United StatesTools to work with:
ITSM – Service Now
Active Directory
Remote – Bomgar, Desktop Central
Antivirus – Trend Micro, Malwarebytes
Endpoint Management – Desktop Central, SCCM
Encryption Server - Policy Server MMC
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