What are the responsibilities and job description for the End-User Support Technician position at Cynet Systems?
Job Description : Provide wide spectrum tech support for network engineering professionals. Support computer hardware and software in a mixed Windows and Macintosh environment. Image computers, prep systems for first use, deploy software and troubleshoot malfunctioning systems. Help users navigate and troubleshoot internal, proprietary software and cloud applications. id the Tier 1 help desk in low-level troubleshooting to increase first hit resolution and minimize escalations. Compile processes, procedures, workarounds and technical specifications into wide-scope documentation for new and existing helpdesk staff as well as end users. nalyze and provide workarounds for malfunctioning VPNs, facilitating workforce work-from-home and hybrid models. Work with IT engineering, vendors and third-party support to install, configure and repair a wide gamut of hardware and software systems. Skills Needed : Knowledge of working with Active Directory. Experience working in a team environment, sharing information and documenting processes. Familiarity with Slack, Gmail, Adobe Acrobat, Webex, Google Meet, Google Drive for Desktop, and DUO Multifactor Authentication. Knowledge of working with SCCM and Marimba patch and software distribution platforms a plus. Familiarity with VPNs and their use, notably Avanti / Pulse. Knowledge of Windows and Macintosh Desktop Environments. Proficiency with Remote Support Tools, most notably Bomgar. Familiarity with Service Now Ticketing System. Knowledge of Google Applications (aka G-Suite). In depth knowledge of troubleshooting Google Chrome. bility to install, uninstall and reinstall applications as well as troubleshooting those processes. Understanding of networking principles such proxies, TCP / IP settings, ping, IPCONFIG and tracert commands. Experience Imaging systems on-site and remotely using enterprise imaging tools. Remotely troubleshoot malfunctioning computers to determine if the hardware, software or drivers are at fault. bility to access manufacturer's support pages then download and install drivers for the model in question. Experience with light administration of applications. bility to apply basic troubleshooting to unfamiliar software or configurations. Good communication skills with technically oriented end-users. priority on providing the best customer service possible to end-users.
