Desktop / Field Support Technician

We are looking for Desktop / Field Support Technician for our client in Syracuse, NY

Job Title: Desktop / Field Support Technician

Job Location: Syracuse, NY

Job Type: Contract

Pay Range: $19 - $24

Job Overview:

Requirement/Must Have:

• 1+ years of experience in providing Deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting.
• Strong verbal and written communication skills.
• Ability to travel to remote locations and have own vehicle to drive to different locations.

Responsibilities:

• Provide a high level of customer satisfaction and communicate effectively with stakeholders.
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
• Perform fault diagnostics, deliver user requirements, while maintaining standards and SLAs.
• Accurately test, identify, prepare, repair, resolve, and document end user technical issues relating to Desktop support.
• Provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreements.
• Work on customer ticketing to ensure timely delivery of service, along with regular updates.
• Provide infrastructure administration functions.
• Provide on-site cover as part of a shift arrangement.
• Support inline with contracted business working hours.
• Provide site support in remote offices when required.
• Troubleshoot and resolve software issues; OS Imaging/reimaging and associated systems administration activities.
• Take ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system.
• Ensure regular customer interaction to adhere to update SLAs and high levels of customer service.
• Provide daily ticket updates to ensure users are fully updated.
• Move equipment associated with service requests, inline with health and safety guidelines.
• Perform asset inventory activities as needed.
• Provide end user training and guidance on the use of hardware and software.
• Recommend and/or perform upgrades to end user devices.
• Work in a BAU and/or project-based environment requiring flexibility and teamwork.
• Perform other duties as assigned.

Skills:

• Excellent skills in user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well-known applications.
• Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts.
• Basic known workings of LAN technologies and hardware.
• Ability to support technically video conferencing equipment.

Qualification And Education:

• Maintain current versions of the technical certifications listed for the relevant Job Profile and stay current with technology updates.
• Possess the skills, qualifications, and experience necessary to perform the assignment work to high professional standards.