What are the responsibilities and job description for the Desktop Support Specialist position at CBTS?
Core Responsibilities
Technical Support
- Involved in Incident, Problem and Service Request Management.
- Provide workarounds and solutions based on Service Level Objectives.
- Deskside and remote support required within Factory environment.
- Support Microsoft operating systems, Zebra label printers, and Zebra barcode scanners
- In the case of Problem Management, report/escalate issue to Service Desk Manager or Senior Service Desk Analyst.
- Propose or recommend IM&T Services modifications to the Service Desk Manager to reduce user impact.
- Refers more complex problems to problem managers and/or senior level.
- Participate to new IM&T Service testing, deployment and stabilization.
- Maintain and stays current with evolving Information technology.
Communication
- Clarify tickets logged with requesters and communicate about resolution progress.
- Ensure satisfactory customer service and prompt response times to the requesters.
- Share her/his support knowledge with peers in the same team and maintain associated documentation
- Communicate with user community to provide the status of open problems and the changes associated with new solutions
- Escalate significant issues or outages to the management
- Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.
Information Security
- Ensure security rules implementation as per the policies.
Requirements:
- Certifications/Training in the assigned area will be an added advantage.
- Minimum 2 years of experience
- Strong knowledge of Microsoft based operating systems
- General knowledge of IT infrastructure: LAN, WAN, Windows servers, Active Directory
- Good knowledge of informatics hardware (PCs, Printers, Scanners, Smartphones etc.)
Additional Details
- Level 2-3 Support functions (deskside/ in person support)
- Manufacturing factory environment, focused on hardware support
- Environment: Hard hat, steel toe shoes
- Label printers,
- Most systems in-house
- Will train up for 2-weeks
- Potential for occasional late night support
- No regular OT
- Monday through Friday 8-5pm
