Demo

Desktop / Field Support Technician

CYNET SYSTEMS
Dumas, AR Full Time
POSTED ON 3/3/2025
AVAILABLE BEFORE 6/2/2025

Job Description

Job Description

Job Description : Responsibilities :

  • Manage a team of 25-30 technicians across locations.
  • Manage the reporting of SLAs, Adherence of SLA and contract.
  • Manage shift and shift planning including on call roster.
  • Manage Resource productivity.
  • Enable the team with training and development.
  • Ensure security compliance.
  • Ensure sufficient inventory level is managed across locations.
  • Ensure all service request and incidents are resolved before agreed service levels.
  • Plan and execute any move request or project work.
  • Lead the team by providing technical and process assistance to below activities.
  • Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
  • Perform Break Fix, Desk Side Support, IMACD s, Data Migration, Refreshes and health checks.
  • Perform onsite updates, Configuration changes, or Software installations.
  • Provide onsite technical assistance to end users by visiting their desk location.
  • Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
  • Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
  • Respond to end-user requests for updates on ticket status and promptly follow up as needed.
  • Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair / replacement).
  • Perform end-user support related security and controls and compliance related tasks such as.
  • Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
  • Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
  • Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT / AV contacts and stand-by support.
  • Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
  • Provide On-call support if required outside business hours on a rotational basis.

Experience :

  • 4-7 years of experience in service delivery and End user hardware and software
  • Configuration troubleshooting.
  • Experience with various desktop systems, operating systems, and diverse technical environments.
  • Excellent customer service orientation and verbal communication skills.
  • Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
  • Ability to install software for and troubleshoot a wide range of applications.
  • Analytical thinking and problem-solving ability.
  • CompTIA A certification or equivalent certification.
  • Flexible for travelling to remote sites or cluster.
  • Due to the nature of the job the candidate should be able to lift 50 pounds with assistance.
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