What are the responsibilities and job description for the Desktop Support position at ExemplarITS?
Role: Desktop Support
Location: Hooksett, NH – Onsite
Position Type: Contract
Role Description:
Competencies: Desktop Management - Infrastructure Services (IS)
- Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required
- Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.
- PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform users existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.
- Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.
- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
- Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations
- Provide onsite and remote technical assistance to End Users.
- 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.
- Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOP?s)
- Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)
- 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.
- Good understanding of O365 and related support activities
- Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall? Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool
- Experience of working within SLAs and ITIL processes
- Effective written and verbal communication skills? Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.
Job Type: Contract
Pay: $20.00 - $28.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person
Salary : $20 - $28
