What are the responsibilities and job description for the Deskside Support Technician position at Cynet Systems?
Job Description:
- Follow standard Service Desk procedures.
- Provide courteous customer support to users through phone, walk in, and ticket requests.
- Log all interactions, track and route issues and requests and document resolutions.
- Monitor all open tickets to ensure prompt closure and resolution.
- Identify and escalate situations requiring urgent attention.
- Escalate tier 2 and 3 issues to the appropriate team(s).
- Install, configure, maintain, upgrade, and troubleshoot a wide range of hardware and software used in the company.
- Research inquiries using available information resources.
- Advise users on appropriate action.
- Gather metrics on daily/weekly/monthly requests and work.
- Replace systems (laptop, desktop, and mobile).
- Purchase new systems and accessories and log data into asset inventory system or appropriate records while managing local inventory of IT related equipment.
- Image new systems using automated technologies (such as SCCM, etc) and update with needed drivers and patches.
- Deploy and maintain smartphone fleet.
- Maintain loaner devices.
- Assist off site contractors with hardware maintenance.
- Travel between sites to provide support as needed.
- Install, configure and support software.
- Data Center operation support.
- Provide assistance to other towers.
- Assist with acquired company integration.
- Qualifications - External.
- Bachelor Degree; with a technical major, such as engineering or computer science OR 2 years of experience in Help Desk or Desk Side Support positions with a high school diploma.
- Experience with Cleanroom protocols and procedure (preferred).
- Experience with IT infrastructure area support - DSS, Multiple Workstation OS (Window, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
- Experience with one or more of the following is a plus: Active Directory, Group Policies, SCCM, IIS, scripting, server HW, Systems Administration/System Engineer Microsoft certification.
- Familiarity with various computer cabling, printers, document scanners, barcode scanners, projection devices, networking, digital and analog telephony, VoIP, and other office technologies.
- Listening skills, verbal communication skills, customer service skills, problem-solving skills, teamwork skills.
- Ability to understand and speak the language of business.
- Self-management skills.
- Very good communication and customer related skills.
- Effectively interacts with both business and technical audiences at multiple levels, including top executive managers Knowledge and Expertise Demonstrates deep understanding of relevant technology, architecture, processes and practices.
