It Desktop Support

Sybex Support Services Inc.; Navojoa; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Sybex Support Services Inc. in Sonora, Mexico, is seeking a skilled desktop support technician to provide end-user technical assistance for PCs, laptops, mobile devices, printers, and conference room systems.

You will diagnose hardware and software issues, manage Active Directory identities, deploy devices with SCCM and Windows Autopilot, and support Office 365, Intune, VPN, and video conferencing. Strong communication and problem-solving are essential.

Formación

• Strong experience in desktop support and technical support.
• Experience with ServiceNow.
• Experience with Active Directory.
• Experience with SCCM or Microsoft Configuration Manager.
• Experience with Microsoft Intune.
• Experience with Windows Autopilot.
• Experience with Microsoft Office 365.
• Strong Windows 10/11 troubleshooting skills.
• Experience with imaging desktops and laptops.
• Experience with iPhone and mobile device support.
• Experience troubleshooting printers and peripherals.
• Experience troubleshooting blue screen errors and hardware issues.
• Knowledge of device encryption.
• Basic network troubleshooting knowledge.
• Knowledge of VPN and Wi-Fi technologies.
• Strong problem solving and communication skills.

Responsabilidades

• Provide L1 and L2 desktop support to end users.
• Troubleshoot hardware, software, OS, and connectivity issues.
• Support Windows 10 and Windows 11 environments.
• Manage user accounts, passwords, permissions, and group memberships using Active Directory.
• Use ServiceNow to manage incidents, service requests and support tickets.
• Perform device imaging, provisioning and deployment using SCCM and Windows Autopilot.
• Support Microsoft Intune for device management and configuration.
• Provide iPhone and mobile device support.
• Support Microsoft Office 365 applications.
• Troubleshoot blue screen errors, hardware failures and other desktop issues.
• Troubleshoot printers, scanners, monitors, docking stations and peripherals.
• Provide support for video conferencing systems and conference room technology.
• Troubleshoot basic network connectivity including LAN, WAN, WiFi and VPN issues.
• Support device encryption and security-related requirements.
• Install, configure, maintain and replace desktops, laptops and peripherals.
• Document troubleshooting steps, solutions and technical procedures.
• Escalate complex technical issues to appropriate support teams.
• Provide timely resolution to ServiceNow tickets according to SLA requirements.

Conocimientos

Desktop support

ServiceNow

Active Directory

SCCM / ConfigMgr

Intune

Windows Autopilot

Office 365

Imaging

Mobile devices

Printers & peripherals

Networking basics

VPN/WiFi

Security basics

Communication

Descripción del empleo

Job Summary

we are looking for a skilled desktop support technician to provide technical support and troubleshooting assistance to end users the technician will be responsible for supporting desktop computers laptops mobile devices printers video conferencing systems and network connectivity

Responsibilities

• provide l1 and l2 desktop support to end users
• troubleshoot hardware software operating system and connectivity issues
• support windows 10 and windows 11 environments
• manage user accounts passwords permissions and group memberships using active directory
• use service now to manage incidents service requests and support tickets
• perform device imaging provisioning and deployment using sccm microsoft configuration manager and windows autopilot
• support microsoft intune for device management and configuration
• provide iphone and mobile device support
• support microsoft office 365 applications
• troubleshoot blue screen errors hardware failures and other desktop issues
• troubleshoot printers scanners monitors docking stations and other peripherals
• provide support for video conferencing systems and conference room technology
• troubleshoot basic network connectivity including lan wan wifi and vpn issues
• support device encryption and security related requirements
• install configure maintain and replace desktop computers laptops and peripherals
• document troubleshooting steps solutions and technical procedures
• escalate complex technical issues to appropriate support teams
• provide timely resolution to service now tickets according to sla requirements

Required Skills

• strong experience in desktop support and technical support
• experience with service now
• experience with active directory
• experience with sccm or microsoft configuration manager
• experience with microsoft intune
• experience with windows autopilot
• experience with microsoft office 365
• strong windows 10 and windows 11 troubleshooting skills
• experience with desktop and laptop imaging
• experience with iphone and mobile device support
• experience troubleshooting printers and peripherals
• experience troubleshooting blue screen errors and hardware issues
• knowledge of device encryption
• basic network troubleshooting knowledge
• knowledge of vpn and wifi technologies
• strong problem solving and communication skills

Preferred Skills

• experience with remedy or other ticketing systems
• experience supporting enterprise it environments
• knowledge of windows linux and mac operating systems
• experience with asset management and it documentation