What are the responsibilities and job description for the Desktop Service Support position at Worldwide TechServices?
Company Description
Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers.
Job Description
The Desktop Service Support - is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.
Qualifications
Responsibilities
- Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers.
- Provide support to client identified VIPs
- Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
- Perform Install/Move/Add or Change (IMAC) activities.
- Perform all assigned desk-side support activities
- Display outstanding technical and professional services skills at all times
- Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
- Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
- Understands and follows all documented service operations policies and procedures.
- Other duties or certifications may be assigned to meet business needs
- Additional requirements may exist if offer of employment is extended
Education and Experience:
- Typically requires technical school certification or equivalent of 2-4 years of relevant experience
- Certifications and/or Qualifications:
- Maintain all required OEM Certifications as directed by Management
- MCSE / CCNP or progress toward MCSE / CCNP is required
- Windows Server with Active Directory
- Office 365 and Azure
- Microsoft Exchange
- SharePoint Online
- Routers and routing protocols
- Firewalls and security concepts
- Linux and Web hosting
- Backup software applications
- VMware and other virtualization applications
- Knowledge of relevant software and hardware systems
- Understanding of ITIL methodologies
- A certification is desired
- May require additional customer-specific certifications or training as required
Skills:
• Excellence in communication and customer-facing skills
• Strong oral, written and interpersonal skills
• Ability to follow instructions and processes with minimal instruction
• Ability to lift and or move various computer equipment up to 50 lbs.
• Must own a basic repair kit
Additional requirements may exist if offer of employment is extended
Additional Information
All your information will be kept confidential according to EEO guidelines.
