Deskside Support Technician

Job Description

Technical skills (Required - Mandatory)

· 3 years’ experience supporting Microsoft systems (Windows7, 8.1,10) in IT Infrastructure function.

· Must know PC hardware architecture

· Must know typical desktop applications, (i.e., MS Office, virus scan, Ghost, etc.)

· Must have knowledge of SCCM and operations (Installing applications, patch management)

· Prior experience in Remote Desktop support

· A solid understanding of TCP/IP, DNS, DHCP, and other network fundamentals

· Should have a good understanding of Microsoft Active Directory, DHCP, and DNS

· Should have a good understanding of user profile management

· Proven Customer Service skills

· Good written and oral communication

Technical skills (Required – Nice to Have)

· Awareness of the latest technologies and trends

· Knowledge of agile methodologies

· Must have the ability to identify and instill industry best practices.

· Proven Customer Service skills

· Excellent written and oral communication and People skills

· Client management

Soft skills

· Create deep client impact

· Execution excellence

Areas of Responsibilities:

The role is expected to carry out the following functions/activities as part of this job.

· Provides expert judgment and analysis for the design, development, and implementation of desktop systems.

· Analyzes requirements to ensure the system meets performance needs.

· Ensures that all systems are working at optimal levels and offers support to the application development team regarding new technologies and system requirements.

· Maintains, repairs, and troubleshoots desktop hardware and software packages.

· Assists with desktop/laptop images including updates, patches, and performance/process enhancements.

· Can script, test, and deploy automated desktop solutions.

· Provide level2/3 desktop/ laptop break-fix support

· Responsible for writing documentation to describe existing and new environments, technologies, and enhancements.

· Assists with the testing and selection of non-server computing hardware to be used within the enterprise.

· Assists with the design and maintenance of new images for desktops.

· Works with outside vendors as requested for incident resolution and to stay current on technology suitable for the client environment (i.e. software, desktop images, and hardware).

· Assists with writing, testing, and installing packages for software upgrades/patches.

· Serves as a top-tier desktop support.

· Work with offshore teams

Overall Experience (in yrs.)

5 plus years

Academic Background

Bachelor of Engineering / Technology / Science or equivalent experience.