Desktop Support Technician

Cynet Systems Inc; Austin (TX); On-site; USD 50,000 - 75,000; Full time

Job summary

A leading IT services company is seeking an Onsite Support Technician with 4-7 years of experience. The successful candidate will manage a team of technicians, ensure quality customer service, and handle various IT support tasks. This role requires excellent communication skills, technical expertise in desktop systems, and a commitment to security compliance.

Qualifications

• 4-7 years of technical experience in end-user support.
• Experience with diverse technical environments.
• Ability to lift 30 pounds with assistance.

Responsibilities

• Manage a team of 25-30 technicians across locations.
• Ensure all service requests and incidents are resolved within SLAs.
• Provide onsite technical assistance to end users.

Skills

Customer service orientation

Verbal communication

Analytical thinking

Problem-solving ability

Education

CompTIA A+ certification

Tools

Windows Operating Systems

MS Office

VPN

Network printing

Job description

Job Description:

• As an Onsite Support Technician with a minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
• Manage a team of 25-30 technicians across locations
• Manage the reporting of SLAs, Adherence of SLAs, and contract
• Manage shift and shift planning including on-call roster
• Manage Resource productivity
• Enable the team with training and development
• Ensure security compliance
• Ensure sufficient inventory level is managed across locations
• Ensure all service request and incidents are resolved before agreed service levels
• Plan and execute any move request or project work
• Lead the team by providing technical and process assistance to below activities
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks
• Perform onsite updates, Configuration changes, or Software installations.
• Provide onsite technical assistance to end users by visiting their desk location
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform end-user support related security and controls and compliance related tasks such as
• Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis

Desired Qualifications:

• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification
• Flexible for travelling to remote sites or cluster
• Due to the nature of the job the candidate should be able to lift 30 pounds with assistance.