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Watertown

    Deskside Technician - Watertown, United States - Cynet Systems

    Cynet Systems
    Cynet Systems Watertown, United States

    3 weeks ago

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    Description
    Job Description:
    • ccurately testing, identifying, repairing, resolving, and documenting end-user technical issues regarding basic network/desktop support, printers, PDAs, iPad / iPhone, and LAN cable drops.
    • Troubleshooting and resolving software issues; reimaging computers/hard drives IMACD (install/Mave/Add/Change/ Disposal) functions including installation and decommission for isolated one-off tasks.
    • Backing up and restoring settings and associated systems administration activities.
    • Taking ownership of issues assigned to the teams queue through to resolution.
    • Categorize and prioritize end-user support Requests and Incidents by utilizing.
    • ServiceNow ticketing systems to track tickets and provide up-to-date status and Information.
    • Performing asset inventory activities as needed (providing there is an associated ticket raised per activity, or an agreement has been made to perform the function as part of a dedicated project).
    • Recommends and performs upgrades on systems to ensure longevity.
    • Interface with multiple levels of end-users, management, and local technical staff.
    Responsibilities:
    • Typical Desk Side Support (DSS) tasks as identified.
    • Direct Face-to-Face customer support.
    • Performs analysis and support of functional or corporate deployed Service(s) using.
    • Fundamental problem solving techniques and root cause analysis concepts.
    • Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues.
    • Provides End-User support across all End-User services.
    • pplies technical knowledge to support end users for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all Digital Worker provided services.
    • Overall, provides a world class employee support experience with an exceptional emphasis on quality resolutions and customer support.
    • Resolves technical support issues of moderate to a high level of complexity within the established technical area of client computing and end user services.
    • Partners, as required, with members of a given team or other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified.
    • Identifies potential escalations and proactively alerts management as needed.
    • Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.
    • Reviews, implements, and verifies changes/solutions of medium and high complexity and assess risk.
    • Ensures configuration and inventory management database entries are complete and accurate.
    • Performs work assigned by others.
    • Provides time / resource estimates for assigned tasks including time tracking activities where appropriate and in accordance with company guidelines.
    • Help improve end users productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities.
    • Develop and maintain accurate support documentation.
    • Perform SCRP process and ACR/ICR updates.
    • work rotation is established that ensures that coverage is provided for the full opening hours of the lounge (7am through 7pm and weekends as required).
    Desired Experience:
    • t least 5 years of experience in the field or in a related area required.
    • Exceptional customer service skills.
    • Strong written and verbal communication skills.
    • Must be detail oriented and self-motivating.
    • bility to provide consistent, excellent customer support to the entire staff, representing a variety of personalities and management levels.
    • Background security check required.
    • Strong Microsoft Office skills (Outlook, Word, and Excel).
    • Strong Microsoft Operating System installation and troubleshooting skills.
    • Strong Break I Fix skills for Desktops, Workstations, Notebooks, Printers, and mobility devices.
    • Broad experience of IT with basic understanding of Networks, Servers and Telecoms.
    • Experience including remote control of PCs and video conferencing knowledge
    • Windows 10 Upgradation Experience is desirable.
    • Desired to have Experience in Integrating Equipments with IT Infra.
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