Desktop Support / Service Desk Specialist

Alliantgroup India Talent; Hyderabad; On-site; INR 360,000 - 600,000; Full time

Job summary

alliantgroup, LP is hiring a Desktop Support / Service Desk Specialist in Hyderabad to provide first-level IT support for Windows-based environments. You will assist end-users by phone, email, or ticketing system, resolving or escalating issues with a focus on fast, accurate responses.

The role requires strong technical knowledge, good communication, and the ability to thrive in a fast-paced environment while maintaining professionalism with executives and staff.

Qualifications

• Associates Degree in Computer Science or similar.
• VDI, VM, Azure, Microsoft, VMware certifications preferred, but not required.
• Minimum 2+ years of technical support experience.
• Able to communicate technical terms to non-technical stakeholders.
• Strong abilities in organizing, prioritizing, and multitasking.
• Expected to be a team player who shares knowledge for collective growth.

Responsibilities

• Provide technical assistance and support for reported issues related to computer systems, software, and hardware on a timely basis to meet department SLAs
• Use all means possible to assist users including by phone, via email, in-person, or using remote support tools.
• Resolve issues related to desktops, VDI, laptops, virtual machines, smartphones, scanners, printers, and other peripherals used by employees.
• Install operating systems, applications, hardware drivers, and customize system settings following department standards.
• Analyze problems using troubleshooting skills and diagnostic tools to locate root cause and provide a permanent solution.
• Documents issue resolution to department knowledge base and contributes to self-help articles.

Skills

Strong communication

Team player

Detail oriented

Customer service

Multitasking

Education

Associates Degree in Computer Science

Tools

VDI

VMware

Azure

Microsoft Windows

Office 365

Active Directory

DNS

DHCP

Job description

Desktop Support / Service Desk Specialist

alliantgroup, LPis currently experiencing explosive growth! As a national consulting firm focused on being the voice to the middle market, our mission is simple: Strengthening US businesses. How do we do this? We hire the brightest talent with the most diverse backgrounds who do work that matters.

Job Description

Requirements

about a lliantgroup

a lliantgroup isa professional services firm that provides tax consulting and complianceservices to businesses in the United States. The company was founded in 2002and is headquartered in Houston, Texas. alliantgroup services are focused onhelping businesses claim tax credits and incentives that they are entitled tounder various federal and state programs. These credits and incentives aredesigned to encourage businesses to invest in certain types of activities, suchas research and development, energy efficiency, and hiring employees fromcertain disadvantaged groups. alliantgroup services include helping businessesidentify and claim these credits and incentives, as well as providing guidanceon compliance with the relevant regulations.

a lliantgroup is headquartered in Houston, Texas with additional offices located in Austin,Boston, Chicago, Indianapolis, New York, Irvine, Sacramento, Washington, D.C.;and Bristol and London in the U.K.

More about our culture and why we love a lliantgroup

a lliantgroup started its operations in India in theyear 2019 with a world-class office in Hyderabad to provide Tax, Advisory,Audit and Accounting services. a lliantgroup India Talent comprises a team of skilled professionals whoaddress the most pressing needs of U.S CPA Firms. We work with the best talentand ensure our clients get top quality services they need. We are currently afamily of 1000+ employees.

Ourpeople and culture set us apart as a firm, and our team includes professionalsfrom a diverse array of fields, including business, engineering, softwaredevelopment, law, and accounting.

What you’ll be doing:

Asa Desktop Support / Service Desk Specialist, you will provide first-levelresponse on any information technology-related issues regarding the MicrosoftWindows platform. You will assist business and development end-users over thephone, by email and through a centralized ticketing system to resolve orescalate any IT issues. This position requires good technical knowledge andpolished communications skills. The key competencies include intermediateknowledge of Windows and networking technologies with a strong motivation toadvance your skills. You need to have patience with those who are lesstechnically savvy, and ability to function in a fast-paced business environmentwith a high sense of urgency. Additional requirements for this role aredependability and willingness to go above and beyond the call of duty inassisting end-users and following technical issues through to resolution.

What will be your responsibilities:

• Provide technical assistance and support forreported issues related to computer systems, software, and hardware on a timelybasis to meet department SLAs
• Use all means possible to assist usersincluding by phone, via email, in-person, or using remote support tools.
• Resolve issues related to desktops, VDI,laptops, virtual machines, smartphones, scanners, printers, and otherperipherals used by employees.
• Install operating systems, applications,hardware drivers, and customize system settings following department standards.
• Analyze problems using troubleshooting skillsand diagnostic tools to locate root cause of the problem and provide a permanent solution to the issue to prevent reoccurrence.
• Documents issue resolution to departmentknowledge base to reference in future incidents and contributes to the creationof self-help articles for employee access.
• Provide timely updates of all activity forassigned incidents including user contact attempts, and issue resolutiondetails within incident management system; escalating incidents to othersupport teams where necessary.
• Participates in department or firmwideprojects as instructed by IT Department management
• Contributes to departmental productivity anddevelopment objectives by participating in training programs and team meetings.
• Interfaces with employees, supervisors,directors, and C-level executives employing a high degree of tact and diplomacyto promote a positive image of the department. Resolves problem situations in aprofessional manner.
• Maintains excellent verbal communicationskills with the ability to communicate effectively with technical andnon-technical colleagues at all levels in the organization.
• Participates in schedule as assigned toprovide coverage.
• Coordination with ISMS core team to supportISMS activities and implantation strategies at the company.

What are we looking for:

Knowledge, Educationand Skills Required:

• Associates Degree in Computer Science orsimilar preferred.
• VDI, VM, Azure, Microsoft, VMWarecertifications preferred, but not required.
• Minimum 2+ years of technical supportexperience.
• Any equivalent combination of education,experience and training that provides the required knowledge, skills, andabilities.
• Possess strong abilities in organizing,prioritizing, and multitasking
• Expected to be a team player who sharesknowledge for collective growth.
• Able to communicate technical terms tonon-technical stakeholders.
• Must have strong interpersonal, communication(written and oral), and customer service skills.
• Pays close attention to detail, displaysflexibility, works independently and a demonstratedself-direction/self-starter.
• Display resourcefulness when solutions are notevident and takes initiative to address problems independently.Ability to manage multiple high priorityinitiatives in a fast paced highly technical environment

Technical ExperienceRequired:

• Strong knowledge of Microsoft Windows desktopoperating systems.
• Strong diagnostic/ troubleshooting skills,must have an innate curiosity and interest in IT.
• Strong knowledge of the Microsoft Officesuite.
• Working knowledge of DNS, and DHCP.
• Working knowledge of supporting pcs in adomain environment.
• Working knowledge of Office 365 cloudapplication suite
• Working knowledge of desktop imaging,application deployment.
• Working knowledge of active directory,domains, and group policies.

What we offer:

With us, there are always opportunities tobreak new ground. We empower you to take the organization to the next levelwith the versatile experience that you bring in. We trust you withresponsibility early on and support you in all ways to make this organizationas trusted partner to the customers and a great place to work for theemployees.

Join us and bringyour curiosity to life!