Desktop Support Technician

Cynet Systems Inc; Washington (District of Columbia); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in technical support is seeking a dedicated individual to manage Windows and Mobile ticket resolutions. The role involves working both in-person and remotely, assisting with device preparations, and tracking issues for engineering feedback. Ideal candidates will have a solid understanding of customer systems and be adept at creating technical documentation.

Qualifications

• Experience in resolving Windows and Mobile tickets.
• Familiarity with customer systems and procedures.
• Ability to create guides for new processes.

Responsibilities

• Resolve Windows and Mobile tickets.
• Image and prepare Windows devices for replacements.
• Track new widespread issues in detail for reporting.

Skills

Windows support

Mobile support

Mac support

Technical documentation

Device imaging

Tools

Apple Business Manager

Calero portal

AirWatch

Job description

Job Description:

• Resolve Windows and Mobile tickets.
• Work in person and remote tickets.
• Point of escalation for team before sending to engineering.
• Assist with Mac tickets as needed.
• Image and prepare windows devices for replacements.
• Perform various tests for engineering and provide feedback new versions of image other miscellaneous tests as requested.
• Create guides for new processes and those lacking a KB.
• Track new widespread issues in detail for report.
• Use apple business manager to add devices to MDM when required.
• Use Calero portal when in need of additional information on customer’s devices.
• Resolve mobile issues using AirWatch.
• Handle VIP issues when requested by customer management.
• General knowledge and familiarity with customer systems and procedures.