Deskside Support Technician - #262437

Essintial Enterprise Solutions


Date: 21 hours ago
City: Suffolk, VA
Contract type: Full time
Description

Base Skill Set

  • Expertise in System Desktop Administration, Customer Service, Incident/Change/Release management and Support various third party applications on Windows Platforms.
  • Worked on several technical, various Application support projects across diverse clients and companies.
  • Professionally trained & certified in IT Infrastructure Library & Windows Server Administration and also has sharp focus on utilizing the programming techniques for various initiative activities.
  • Basic understanding of deskside networking tasks (Office SW check, tracert/ipconfig/etc command for end user support)
  • Release/Change/Incident/Configuration management, service delivery, infrastructure, operations & production support. Plan, schedule and implement release projects and related reports, Oversight and development of Build and Release process.
  • Installing, configuring, and managing Mobile Device Management applications
  • Software Distribution, Data Encryption, Corporate email configuration on mobile devices like iPhone, iPad, Blackberry etc.
  • Managing, maintaining, supporting, troubleshooting, and optimizing solution
  • Resolving problem/request logs within contracted SLA targets and working with Help Desk Analysts to ensure users are regularly updated

Duties & Responsibilities

  • Technical troubleshooting and hands-on experience with different OS such as iOS, Android, Windows, Blackberry devices
  • Analyzing and investigating skills, with a structured approach to problem solving
  • Assisting end users via telephone, e-mail, with a wide range of questions, problems and requests with their needs
  • Monitoring and tracking incidents and trouble calls in ticketing system in support of the incident and problem management process; recognizing high priority tickets and taking action within the expected response time
  • Updating all assigned tickets capturing troubleshooting activities and resolution
  • Resolving escalations from the IT Service Desk and handling client support requests as well as take ownership of product issues and ensuring closure is achieved
  • Planning, creating, and deploying security and device management policies

#EES25

Requirements

Desired Requirements

  • Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments
  • Commercial experience in an IT support technician role that includes2+ years of technical support experience in a hybrid Windows and MAC environment
  • Experience in working with a helpdesk operations, to include Windows and Mac clients
  • 2+ year Hands on experience and in-depth knowledge of Macintosh technologies, 2+ years of Windows
  • 2+ years’ Experience with mobile applications/products including: iPhone, iPad, and Android platforms Expertise in iPad / iPhone
  • Self-starter that is able to collaborate actively with others in a cross-functional team
  • Proven attention to detail and high standards for quality
  • Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
  • Skilled in documenting written troubleshooting steps and instructions
  • Business professional attire

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