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IT Desktop Support - Backfill
Sky Systems, Inc
- 🇺🇸 United States
- On-site
- 9 months ago
- ITIL
- Windows
- SCCM
- Intune
- Citrix
- Azure Cloud
- OneDrive
- Incident Management
- Outlook
- Excel
- Android
9 months ago
Job Description
Location New York
As a desktop support engineer, you should be able to act as a Single point of contact in front of the customer management. Ensure proper communication and quick. Responsible for Vendor Management. Own and drives day-to-day operations for onsite support for laptop and mobility support. Take corrective actions based on the customer satisfaction surveys. Drive service improvement programs. Ensure adherence to quality / security standards defined for the engagement.
- Basic experience in IT industry
- Good client management & communication skills
- Good Understanding of ITIL concept & Service Now
- Computer OS/Peripherals troubleshooting. Asset/Inventory Management
- Ensure tickets are updated on time and adhere to required SLA.
- Handling different PC operating systems (Windows 7, 10)
- Handling end users incidents and IMAC requests
- Performing Hardware/Software installation (understanding of deployment tools like SCCM)
- End-user support - Breakfix
- Desktop/ Laptop/Network Printers Management.
- Basic AV support for conference room& internal events.
- Deployment of device for field force users with aggressive SLAs
- Image Deployment using SCCM, Intune Auto Pilot
- Desktops patch management
- VDI technologies Citrix Xendesktop, Azure cloud PC.
- Laptop AV/endpoint security Management for Mcafee.
- User Data Management (ONeDrive,Office 365)
- Refresh of old asset from windows 7 to windows 10.
- Video conference support for meeting room and events.
- Vendor coordination for hardware/spare replacement
- Incident Management
- Support Queue Management to avoid and SLA misses
- Ability to work independently and in a team environment.
- Ability to communicate well with internal and external contacts.
- Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
- Support the following technologies: Microsoft Office 2010, office 365 products – Outlook, Word, Excel, Access, Internet Explorer, Windows 10 desktops, laptops, printers, networked copiers, Mobile Iron, NIC's, basic LAN/WAN connectivity, rack and stack of devices.
- Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
- Client-facing experience with proper interpersonal skills.
- Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
- Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to vendors in accordance with Help Desk escalation processes.
- Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
- Manage service requests, software installations, new computer setups, upgrades, etc.
- Record incident resolutions in the SNOW tool.
- Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
- Responsible for successful deployment and upgrades of laptops & workstations.
- Ability to work independently and in a team environment.
- Ability to communicate well with internal and external contacts.
IT Desktop Support - Backfill · Sky Systems, Inc