Location: Waterville,ME, USA
Description:
DSS (Deskside Support) provide day to day local desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer's various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have relevant 3-5 years' experience in Users support, Windows Desktop support & IT Infrastructure, network support. Our Client will be responsible for the day-to-day governance of the activities and the work instructions
for the resource to execute the activities.
Expectations (L1 Engineer)
- Provide first/second level contact and problem resolution for customer issues.
- Provide standard and non-standard technical support to end-users in response to specific
requests. Utilize established operating procedures to review and resolve end-user
technology issues; troubleshoots and resolve standard and non-standard hardware and
software problems.
- Install, upgrade, support and troubleshoot for computer hardware (computers, PCs, laptops,
iPads, iPhones, printers, other user devices)
- Install, upgrade, support and troubleshoot Windows 10 and Microsoft Office, O365, and
another authorized desktop application.
- Install, upgrade, support and troubleshoot MS Teams Room system as well as other
conference room equipment and solutions.
- Install, upgrade, support and troubleshoot basic active network equipment, network
components (including cabling and connectivity) and office IT infrastructure components.
- Work with Third Party Vendors to remediate complex Audio Video issues as needed.
- Execute the new user onboarding process and steps (room and connectivity preparation,
devices configuration, devices handover, trainings)
- Perform end user training within desktop support domain.
- Performs assigned IT project tasks (e.g. Office relocation projects, technology change and
replacement, new systems roll-outs)
- Maintain ticket updates for all reported incidents.
- Maintain asset management database.
- Performs general preventative maintenance tasks on computers, laptops, printers, user
devices.
- Performs remedial repairs on Desktops, laptops, printers and any other
authorized peripheral equipment.
- Admin Telcom provider's Wireless Devices/Accounts
- Should have basic knowledge of Mac operating system, to support Apple pc users, apple
iDevices.
- Broad experience of IT with basic understanding of Networks, Servers,
Audio/Visual, Smart Devices and Telecoms.
- This position requires the ability to work in a project-based environment requiring
flexibility and teamwork. Performs other duties as assigned.
- Ensure acceptable user satisfaction from IT services (measured every quarter)
- Record critical data and information in the standard ITIL platform (here ServiceNow)
Experiences (desired)
- Windows 10, MS Office 365 and O365, PC hardware & IT network infrastructure installation
and troubleshooting, Microsoft Active Directory, Helpdesk ticketing systems.
- Conference Room technologies (MS TEAMS Room, video cameras, speakers, and mics)
- Mobile device management including IOS and Android devices, Enterprise
encryption solutions, Windows PC/laptop management via Active Directory.
- Proven analytical, troubleshooting and problem-solving skills.
- Proven ability to multi-task, effectively determine priorities and meet SLA's.
- Excellent communication relationship-building and internal customer service skills.
- Adaptable and flexible in a fast-changing industry and work environment.
- Willing to work off-hours and weekends when required for projects or emergency support.
- Working within GxP regulated environment
- 40h/week
- Core working hours: 08:00-4:30
They will be supporting about 100 users.
Supporting both plant and office users.
Will work alongside another Tech from TEKsystems
Windows 11, End user Compute, Print
Skills:
Desktop, Windows 10, MS Office, Printer mapping
Top Skills Details:
Desktop,Windows 10,MS Office,Printer mapping
Additional Skills & Qualifications:
Excellent customer service and communication skills.
Experience Level:
Intermediate Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.