Desktop Support

Job Responsabilities

• Provide onsite and remote support to end-users
• Resolve helpdesk requests from end users via telephone, walk-ins, email, text message, and IMs in a courteous manner.
• Respond to assigned tickets/tasks in accordance with SLA guidelines
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Escalate calls to 2nd Tier Support when necessary.
• Apply diagnostic utilities and best practice methodology to aid in troubleshooting.
• Inform Supervisor of any and all technical support documentation that needs updating/amending when needed.
• Setup and support mobile devices (Android, iOS, etc )
• Troubleshoot Windows Desktop and Microsoft Office applications
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading hardware/software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.

REQUIREMENTS

• In-depth understanding of Windows desktop operating system.
• Knowledge of AD, DHCP, DNS and MS Exchange
• Basic knowledge of Windows networking
• Ability to explain or teach technical procedure to non-technical users