What are the responsibilities and job description for the Desktop Support Technician position at Sira Consulting, an Inc 5000 company?
Job Description
Roles & responsibilities:
• Troubleshooting problems related to Desktop/Laptops, MAC, Windows operating systems and O365/M365 applications.
• Troubleshooting Unified communication tools such as Teams, zoom video call related issues.
• Should be familiar with collaboration tools, meeting room equipment and meeting room checks.
• Must have exposure to Windows 10 and 11 migration, user profiles management, data backups.
• Troubleshooting Windows Profile, printers, shared drives related issues.
• Troubleshooting network connectivity issues.
• Deploying standard image on desktops and laptops using SCCM.
• To provide 1st line technical support; answering support queries via phone and email.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Familiarity with IT Infrastructure tools such as SCCM, GSuite, etc.
Technical Proficiencies:
• To take ownership of user problems and be pro-active when dealing with user issues.
• To log all calls on the call logging system. Ensure incidents, tasks and problems on ticketing system (SNOW) are logged and addressed within defined SLAs.
• Respond to inquiries from clients and help them resolve any hardware or software problems.
• To escalate more complex calls to the relevant IT Support member.
• To notify relevant staff to arrange for external technical support where problems cannot be resolved in house.
• Pre-build PCs. Good Experience in deskside support
Required Skills and Experience:
• Associate Degree in Computer Science or related field
• Professional demeanor
- • Excellent communication skills
