Help Desk Specialist

Service Global, Inc.; Swiftwater (Monroe County); On-site; USD 50,000 - 70,000; Full time

Job summary

Service Global, Inc. is seeking a competent Desktop Support technician to manage incidents for desktop devices, from initial reporting through resolution. The role covers hardware, software, and connectivity support across the full device lifecycle, including remote management and image deployment.

The candidate will monitor security and antivirus status and provide VIP desk-side support when needed. Experience with AD and ServiceNow is preferred, along with strong MS Office/Outlook skills, VPN

Responsibilities

• Manage Desktop Devices incidents from inception to resolution.
• Provide standard hardware/ software support for desktop devices across lifecycle.
• Assist with patching, image deployment, and configuration of desktop environments.
• Monitor security profiles/antivirus on desktops and ensure compliance.
• VIP desk-side support at the site when other IT support is unavailable.

Job description

Responsibilities

Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.Manage IMAC and desk side support services.Manage hard and soft break fix services for laptops and desktops.Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.Ensure that each Desktop Device is installed with the appropriate Desktop image.Manage Desktop Devices (hardware and software) incidents through to resolution.Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirementsProvide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues if no other IT support team unavailable like for MI calls.

Requirements

Knowledge and experience on windows 7 OSGood to have – knowledge in AD and smart hands and feet support.Good to have – knowledge and experience of supporting MAC devices and tabletsExperience with Service management tool – ex – Service nowShould have good expertise on EUC tools, remote support tools, MS office and outlook.Preferable to have a good understanding of Lync, VPN, and mobile device support.Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock managementAssociate degree (A.A.) or equivalent from three-year College or technical school with an emphasis in electronics required; Bachelor's Degree preferred.