Deskside Support EUC L1

Iron Systems, Inc; Branchburg Township (NJ); Sur place; USD 48 000 - 65 000; Plein temps

Résumé du poste

Iron Systems, Inc is seeking a diligent Deskside Support Technician in New Jersey to provide onsite technical assistance to clients, colleagues, and service providers. The role involves hardware/software upgrades, data migration, and incident resolution across software and hardware environments.

You will monitor tickets, follow asset management processes, assist with conference room setups, deploy internal VoIP phones, and collaborate with IT groups to ensure timely resolutions.

Qualifications

• BS or BA degree or equivalent work experience.
• A+ Certification or equivalent required.
• Microsoft Certified Professional certification a plus.
• Minimum of 12 months of Desktop support experience.

Responsabilités

• Provide comprehensive technical support services to the Client’s onsite personnel, customers, and service providers.
• Perform IMAC-related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration.
• Replicate and resolve customer incidents in the software & hardware environment.
• Maintain incident management system with up-to-date information on ticket progress.
• Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLAs.
• Follow established Asset Management processes.
• Provide setup and support services for conference rooms.
• Provisioning and deployment of internal VoIP telephones.
• Communication with IT infrastructure support groups to escalate and resolve incidents; document interactions in tickets.
• Liaise interdepartmentally to seek resolutions to issues; build a proactive environment.
• Contribute current technical information and best practices for proprietary applications.
• Act in accordance with policies, procedures, and laws; comply with safety rules.
• Liaise with client’s service providers for escalation when needed.
• Perform customer support tasks and special projects as assigned by management.
• Must lift desktops, laptops, monitors, printers and other IT equipment.
• Organize and utilize all support resources; mentor other Deskside technicians.

Connaissances

Problem solving

Customer service

Teamwork

Desktop support

Office 365 support

Windows OS

VPN client Citrix

Remote desktop tools

Root cause analysis

Formation

BS or BA degree

A+ Certification

Microsoft Certified Professional

Outils

Bomgar

Description du poste

Job Responsibilities

• Provide comprehensive technical support services to the Client’s onsite personnel, customers, and service providers.
• Perform IMAC-related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
• Replicate and resolve customer incidents in the software & hardware environment.
• Maintain incident management system with up-to-date information on ticket progress
• Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLAs.
• Provide setup and support services for conference rooms.
• Provisioning and deployment of internal VoIP telephones
• Communication with several IT infrastructure support groups to appropriately elevate incidents and follow up on incidents to drive resolution for the customer. Documenting customer interactions within the tickets to be inclusive of accuracy, thoroughness, and timeliness.
• Effectively communicate with Deskside Management Team in regard to asset management, break/fix or Service Desk related processes (build a “proactive” environment)
• Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
• Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws
• Ensures compliance with all company policies and procedures, including safety rules and regulations
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues
• Assess reported issues and as necessary work directly with Client’s service providers for escalation and timely issue resolution.
• Perform customer support related tasks and special projects as assigned by management.
• Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
• Must be able to lift desktops, laptops, monitors, printers and other IT related equipment.
• Organize and utilize all support resources provided, including emails, documentation, contact lists, etc.
• Mentor other Deskside Support Technicians as required.

Job Responsibilities

• Provide comprehensive technical support services to the Client’s onsite personnel, customers, and service providers.
• Perform IMAC-related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
• Replicate and resolve customer incidents in the software & hardware environment.
• Maintain incident management system with up-to-date information on ticket progress
• Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLAs.
• Follow established Asset Management processes
• Provide setup and support services for conference rooms.
• Provisioning and deployment of internal VoIP telephones
• Communication with several IT infrastructure support groups to appropriately elevate incidents and follow up on incidents to drive resolution for the customer. Documenting customer interactions within the tickets to be inclusive of accuracy, thoroughness, and timeliness.
• Effectively communicate with Deskside Management Team in regard to asset management, break/fix or Service Desk related processes (build a “proactive” environment)
• Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
• Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws
• Ensures compliance with all company policies and procedures, including safety rules and regulations
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues
• Assess reported issues and as necessary work directly with Client’s service providers for escalation and timely issue resolution.
• Perform customer support related tasks and special projects as assigned by management.
• Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
• Must be able to lift desktops, laptops, monitors, printers and other IT related equipment.
• Organize and utilize all support resources provided, including emails, documentation, contact lists, etc.
• Mentor other Deskside Support Technicians as required.

Job Requirements Skills

• Problem-solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
• Excellent communication and customer service skills. Dedication to customer service.
• Excellent teamwork skills
• Excellent desktop support technical skills
• Experience in supporting and troubleshooting Microsoft Office 365, Windows Operating Systems, VPN client software (Citrix), Remote Desktop tools (Bomgar)
• Ability to perform root cause analysis and determine appropriate course of action based on result

Language Skills

English on an advanced level (B2 or higher)

Education

• BS or BA degree preferred or equivalent work experience
• A+ Certification or equivalent required.
• Microsoft Certified Professional certification a plus Experience
• Minimum of 12 months of Desktop support experience

Working Relationships

• Maintain inter-department relationships to resolve reported incidents
• Effectively communicate with extended service providers and IT infrastructure groups
• Develop communication and working relationship with supervisor and colleagues