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    Desktop Support Technician - Houston, United States - Cynet Systems

    Cynet Systems
    Cynet Systems Houston, United States

    2 weeks ago

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    Description
    Job Description:

    Responsibilities:
    • Troubleshoot and resolve End users IT issues in their PCs (Desktop, Desktop, Tablet), Mobile phones, Printers and Other IT Devices in users environment.
    • Support Installations, Moves, Adds, Changes, Disposal (IMACDs) requirements.
    • Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, Software, and related Services at designated Customer Sites.
    • Coordinate, plan, and schedule IMACDs with all affected IT functions (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party.
    • Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance.
    • Recrate and document the processes to enable IMAC execution for each Software and/or Equipment Component, and obtain Customer's approval for such processes and documentation
    • Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests, including specific approval and authorization required for IMACs that include Changes to Software.
    • This list may change from time to time and should be updated on a regular basis.
    • Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization
    • Communicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or escalate the same appropriately.
    • Coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Users.
    • Conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any special requirements at the locations.
    • Coordinate any physical space requirements as determined during the Site survey review.
    • Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC.
    • Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC.
    • Confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedures.
    • Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC location.
    • Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT .
    • Cancel Network Transport Services that are no longer required after completing the IMACD.
    Skill Set:
    • bility to disconnect/reconnect computer workstations, peripherals, and phone equipment.
    • Hands on experience with Imaging, reimaging Windows Operating system for Desktop, Laptops.
    • Safely move equipment point to point using wheeled carts and vehicles.
    • IMACD & Asset Inventory experience .
    • Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
    • bility to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issues.
    • bility to use remote desktop connectivity applications.
    • Working knowledge of imaging utilities such as Ghost, SCCM, etc.
    • Delivery and setup of PC equipment to end-users.
    • Use a trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
    • bility to provision and Support wireless devices.(E.g. Blackberry, Android, and iPhone).
    • Demonstrated proficiency in Microsoft OS and Microsoft application.
    • Demonstrated proficiency for installation of desktop software and troubleshooting.
    • Working knowledge of Microsoft Active Directory and GPO.
    • Strong customer service skills.
    • Strong troubleshooting skills.
    • Significant, demonstrated experience with Microsoft Windows operating systems.
    • Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98.
    • Servers: 2012, 2008 r2, 2008, 2003, 2000.
    • Functionally capable with Apple OS X.
    • dvanced troubleshooting skills with hard drive encryption software.
    • dvanced level skills in the Microsoft Office Suite:
    • Word, Excel, PowerPoint, Outlook configuration issues with Exchange.
    • Strong client-side remote access troubleshooting skills.
    • Demonstrate strong skills supporting printers in an enterprise environment.
    • dvanced knowledge of client-side management tools Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM).
    • Strong proficiency in creating and referencing documentation and knowledge articles using Micron tools.
    • Strong software installation and support skills.
    • Disciplined, systematic problem solving skills required.
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