Desktop Support Technician

Company: CYNET SYSTEMS
Location: Sterling
Posted on: January 25, 2023

Job Description:

• 
  
• As a member of the end user support team, FS Onsite Service Engineers are primarily focused on customer experience to ensure all interactions result in a positive outcome-based service.
  
• Deliver a service that exceeds customer expectations.
  
• Listen and understand the issue at hand.
  
• Communicate with customers, colleagues and management using positive and clear concise language.
  
• Ensure all commitments are agreed and adhered to with appointments and regular updates provided.
  
• Deliver an excellent customer experience through strong understanding of the client site, environment, technology and culture.
  
• As the main interface to the customer, the roles require ownership, leadership and liaison with key contacts in other resolver groups to ensure action is taken to resolve any issues.
  
• Performs timely resolution of workstations, mobile hardware and software problems within SLAs through effective use of experience, knowledge and technical resources.
  
• Self-motivated and able to act with limited support and supervision.
  
• Follows all support processes and use of IT systems when required and document all actions and activities performed.
  
• Conforms to key IT processes such as change control and asset management. Flexible for travelling to other sites for support on demand.
  
• Ability to coach and monitor/support a team of technicians and driving service improvement strategies in coordination with other support teams and Client stakeholders.
  
  Responsibilities:
  
  
  • 
    
  • Provide customer facing end-user support that includes:
    
  • Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
    
  • IMAC support including large scale/bulk office moves/re-stack activities (all moves)
    
  • Support for Operating System, base load software, MS Office suite and other business application.
    
  • Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs.
    
  • Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries.
    
  • Support for the Mobility devices (Android/iOS/iPhone/iPads).
    
  • VIP and home-based office (HBO) user support.
    
  • Imaging/Re-imaging end user systems on approved tickets.
    
  • Supporting End User Device Lifecycle Management as per Client policies and procedures.
    
  • Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement).
    
  • Perform managed print service invoicing/meter read/polling report verification
    
  • 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 emergency response activities in the event of emergency situations at local sites.
    
  • Provide On-call support if required outside business hours on a rotational basis
    
  • Provide technical orientation and training for new Client employees on existing systems and software.
    
  • Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.
    
  • Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.
    
  • Provide weekly reports as requested by Customer.
    
  • Implement best practices in the stores to resolve issues.
    
  • Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services
    
  • Participate in team projects as requested.
    
  • Support End-User data backup, storage and recovery Services for all End-Users
    
  • Coordinate with End-User or other site staff to schedule on-site technical support visit in response to an Incident or IT Service Request, including security remediation services.
    
  • Provide Smart Hands and Eyes Support - Support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc.) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis), as required to meet Client computing requirements and per Client policies and procedures.
    
  • Provide Smart Hands and Eyes Support for servers, network and security devices in site locations, as per Client policies and procedures.
    
  • Provide concierge services as required by local staffing, including:
    
  • Providing friendly and professional meet and greet and managing customer interaction during their entire experience at the ITSC.
    
  • Setting customer expectation ahead of possible allocation of case to ITSC agent if required.
    
  • Supporting customers on issues with Peripherals, and BYOD devices.
    
  • Provide information on IT/Client products and services.
    
  • Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac).
    
  • Software installation/troubleshooting.
    
  • Mobile Device Management and Mobile Application Management.
    
  • Support for Wireless connectivity, resolving performance issues, providing device connectivity and value add consultation for short how to questions.
    
    Minimum Experience:
    
    
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    • 6 - 8 years of technical experience in Desktop and Technical Support, Service Delivery including 2-3 years of experience in Medical Care/Hospital FS/IT Management.
      
      Desired Qualifications:
      
      
      • 
        
      • BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.
        
      • A Technical Certification (Microsoft/Client/Dell) and ITIL Certification would be an added advantage in this role.
        

Keywords: CYNET SYSTEMS, Worcester , Desktop Support Technician, Professions , Sterling, Massachusetts