What are the responsibilities and job description for the Desktop Support Technician (Band 2) position at Kani Solutions?
Locations: Mahwah, NJ / Clifton, NJ / New York, NY / Cedar Knolls, NJ (Onsite)
Hire Type: Permanent / Full Time
Hire Type: Permanent / Full Time
Required Skills:
2 years of IT experience in a corporate environment this should include using some kind of ITSM tool to open, complete and transfer tickets (ServiceNow)
Have hands on expertise in Windows and Mac PC
Active troubleshooting experience of desktop support technical issues
2 year Desktop/laptop software, patching and imaging experience
Troubleshoot, diagnose, and resolve technical hardware and/or software issues
Provide quick resolution and excellent customer service
Redirect unresolved issues to the next level of support personnel
Keep record of problems and their resolution
Follow-up with customers
Provide feedback on processes and make recommendations on areas to improve
Provide knowledge-based articles for IT products or services
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
Setting up accounts for new users
Repairing and replacing equipment as necessary
Testing new technology
2 year System Support Analysis in maintenance of Active Directory, printers, mobile communication devices, CISCO Any Connect VPN troubleshooting
Serve as the first contact with customers who need technical assistance via the phone or email
Perform troubleshooting using different diagnostic techniques
Responsible for PC's, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc)
Maintain user PCs, including upgrades and configuration as needed
Assist with onboarding of new users
Effectively update tickets and documentation
Provide commitment to customer service for both coworkers and customers
Document customer interactions
Follow up with customers to ensure issues are resolved.
Perform proactive tasks when not working ongoing incidents to prevent potential future interruptions to service
Responsible for meeting SLA's
Manage multiple projects as needed.
2 years of IT experience in a corporate environment this should include using some kind of ITSM tool to open, complete and transfer tickets (ServiceNow)
Have hands on expertise in Windows and Mac PC
Active troubleshooting experience of desktop support technical issues
2 year Desktop/laptop software, patching and imaging experience
Troubleshoot, diagnose, and resolve technical hardware and/or software issues
Provide quick resolution and excellent customer service
Redirect unresolved issues to the next level of support personnel
Keep record of problems and their resolution
Follow-up with customers
Provide feedback on processes and make recommendations on areas to improve
Provide knowledge-based articles for IT products or services
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
Setting up accounts for new users
Repairing and replacing equipment as necessary
Testing new technology
2 year System Support Analysis in maintenance of Active Directory, printers, mobile communication devices, CISCO Any Connect VPN troubleshooting
Serve as the first contact with customers who need technical assistance via the phone or email
Perform troubleshooting using different diagnostic techniques
Responsible for PC's, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc)
Maintain user PCs, including upgrades and configuration as needed
Assist with onboarding of new users
Effectively update tickets and documentation
Provide commitment to customer service for both coworkers and customers
Document customer interactions
Follow up with customers to ensure issues are resolved.
Perform proactive tasks when not working ongoing incidents to prevent potential future interruptions to service
Responsible for meeting SLA's
Manage multiple projects as needed.
- Praveen Shah
