Desktop Support Technician

Cynet Systems Inc; Irvine (CA); On-site; Full time

Job summary

A leading company in Irvine is seeking a Technical Support Specialist to provide end-user support for network, desktop, and laptop issues. The role involves troubleshooting, system upgrades, and coordination with remote support teams. Candidates should have a basic understanding of networking concepts and experience with various communication tools. This position requires on-call availability for priority incidents and adherence to service level agreements.

Qualifications

• Experience with DHCP, DNS, IP addressing, subnetting.
• Basic to intermediate support for IDF and MDF closets.

Responsibilities

• Test, identify, and resolve end-user technical issues.
• Perform break-fix and troubleshoot software issues.
• Support incident and problem management activities.

Skills

Troubleshooting

Technical Support

Customer Service

Tools

Cisco

Avaya

MS Teams

Job description

Job Description

Pay Range: $20/hr - $25/hr

1. Accurately test, identify, repair, resolve, and document end-user technical issues related to basic network, desktop, and laptop support, including printers, PDAs, iPhone/iPad, and other smart devices.
2. Perform break-fix, troubleshoot, and resolve software issues; reimage computers and hard drives.
3. Handle IMACD functions, including installation and decommissioning.
4. Back up and restore user data, settings, and perform associated systems administration activities.
5. Assist ServiceDesk and Remote Desktop Support teams with coordination efforts.
6. Support incident and problem management activities.
7. Take ownership of issues from initiation to resolution for all appropriate requests.
8. Categorize and prioritize end-user support requests (Incidents) and service requests using the ticketing system, providing up-to-date status and information.
9. Move equipment related to escalated incidents and service requests.
10. Perform asset inventory activities as needed.
11. Recommend and perform system upgrades to ensure longevity.
12. Work with procurement staff to purchase hardware and software.
13. Maintain the spare parts and inventory list monthly and coordinate disposal requests.
14. Support trade show planning, setup, testing, training, logistics, and maintenance of workstation and peripheral equipment.
15. Be available for on-call support during after-hours for Priority 1 & 2 incidents.
16. Adhere to ticket response and resolution SLAs as agreed with the customer.
17. Have a basic understanding of DHCP, DNS, IP addressing, subnetting, and troubleshooting wireless LAN and Ethernet desktop configuration issues.
18. Support during town halls, board meetings, executive conferences, and auditorium meetings.
19. Experience supporting Cisco, Avaya, Logitech, or MS Teams Room is preferred.
20. Provide smart hands support for rack and stack of server, storage, network, and firewall components.
21. Offer basic to intermediate support for IDF and MDF closets, including console access, UPS and cooling alert checks, PDU management, patch panels, and structured cabling.
22. If necessary, liaise with third-party vendors and support resolving complex or OEM-related issues.