What are the responsibilities and job description for the Helpdesk/Desktop Support Engineer Remote position at Yochana?
Job Summary
Provide expert technical support for a wide range of hardware and software systems, ensuring seamless operation and minimal disruption to end-users. Utilize strong problem-solving skills to troubleshoot and resolve complex IT issues in a timely manner.
Key Responsibilities
- Troubleshoot and resolve end-user IT issues related to PCs, laptops, tablets, mobile phones, printers, and other IT devices.
- Perform installations, moves, adds, changes, and disposal (IMACDs) as required, ensuring all necessary equipment, software, and services are available on the scheduled date.
- Coordinate with internal and external stakeholders to plan and schedule IMACDs, minimizing operational interruptions and business disturbances.
- Document processes and obtain customer approval for execution of IMACs and project IMAC service requests.
- Conduct site surveys to determine location(s) of IMACs and special requirements, confirming availability of necessary equipment, software, and services.
- Treat every client like a VIP, strengthening relationships and engaging users who may otherwise disengage from IT.
- CANCEL NETWORK TRANSPORT SERVICES NO LONGER REQUIRED AFTER COMPLETING THE IMACD.
Technical Requirements
- A Hardware certification
- Microsoft certification (preferred)
- ITIL certification (preferred)
- CCNA certification (preferred)
- Windows OS and MS Office expertise
- ServiceNow experience (IM, SRM, AMDB, CMDB, Knowledge Management)
Tools and Equipment
- PCs (desktop, laptop), tablets (Windows, Apple, Android), printers (network, desk), smart phones, desk phones
- Video conference rooms devices (audio & video)
- Mac OS (preferred)
