Desktop Support Technician

SISL Global Pte. Ltd.; Durham (NC); On-site; USD 50,000 - 55,000; Full time

Job summary

A leading company in IT Services is seeking a Desktop Support Technician to provide exceptional technical support to clients. This full-time role requires a blend of technical skills and strong customer service abilities, focusing on desktop support, incident resolution, and compliance with company policies. With a salary range of $50,000 to $55,000 annually, the ideal candidate will have relevant experience and education, including an A+ Certification. Join us in ensuring seamless IT support!

Qualifications

• Previous call center, computer support, or customer service experience required.
• Technician must be able to travel if required by our client.

Responsibilities

• Provide day-to-day support and monitoring of the deskside team.
• Resolve reported incidents in the software & hardware environment.
• Maintain incident management system with up-to-date information.

Skills

Desktop support technical skills

Troubleshooting Microsoft Office Suite

Troubleshooting Windows Operating Systems

VPN client software support

Remote Desktop tools support

Configure IOS and Android

Problem solving

Organizational skills

Communication skills

Customer service skills

Education

BA or Vocational school degree

A+ Certification

Job description

Direct message the job poster from SISL Global

Partnering with Client Companies | Business Development | Client Relationship | Account Management | Delivery Management| Vendor Management|…

• Provides day-to-day support and monitoring of the deskside team with ticket assignment and resource allocations.
• Reviews professionalism by the deskside team and confirms adherence to dress code and shift times
• Completes survey reviews and provides customer feedback for deskside team members
• 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.
• Provide direct technical support to client’s on-site personnel
• Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
• Resolve reported incidents in the software & hardware environment
• Maintain incident management system with up-to-date information on ticket progress
• Complete assigned tickets in timely manner within the Client SLAs
• Update asset tracking inventory in accordance with work instructions
• Provisioning and setup of phone for either landline or VOIP
• Monitor/Resolve tickets that have been dispatched by the Service Desk for further action
• Provide support services for client’s conference and training rooms
• Perform customer support related tasks and special projects as assigned by management
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues

Job Requirements Education/Experience

• BA or Vocational school degree preferred or equivalent work experience
• A+ Certification preferred
• Previous call center, computer support, or customer service experience
• Technician must be able to travel if it’s required by our client.

Skills

• Excellent desktop support technical skills. Experience in supporting and troubleshooting Microsoft Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools
• Configure and troubleshoot IOS and Android operating systems
• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
• Excellent communication and customer service skills. Excellent teamwork skills
• Ability to perform root cause analysis and determine appropriate course of action based on result

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Analyst

• Industries

  IT Services and IT Consulting

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