What are the responsibilities and job description for the Desktop Support position at Cygnus Professionals Inc.?
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Administer and provide User account provisioning.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
- Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
- Perform user account management activities
- Escalate complex problem to appropriate support specialists
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
- Troubleshoot client software and basic network connectivity problems
- Identify, evaluate and prioritize customer problems and complaints
- May train users and operators on a limited basis and/or may write training procedures
- Participate in on-going training and departmental development
- Routine maintenance updates with other IT staff and business units
- Provide all required documentation including standards, configurations and diagrams
- Provide knowledge transfer of EUC operations
- Make sure to follow and maintain all defined applicable service levels
- Should contribute to update / usage of Knowledge Articles
Technical Requirements
- Phone support experience necessary.
- Technical helpdesk or technical call center experience is necessary.
- Disciplined, systematic problem-solving skills required.
- Hands-on work experience with the following:
- Windows Operating systems
- Clients: Windows10. Knowledge on MAC (Good to have)
- Experience and knowledge of supporting google suite like Gdrive, Gmeet, Gmail etc.
- ITSM ticketing tools such as Remedy, HP Service Center, Service Now
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- Knowledge of Clinical apps like Cerner, All Scripts, "eHR"
- Internet browsers (e.g. Explorer, Chrome, Firefox),
- VPN and remote dial-in users
- Support for laptop, desktops, and printers
- Smartphone Support - Iphone and Andriod
- Others: Adobe Acrobat and other common desktop applications like Winzip, etc
