Desktop Support level 2

Responsibilities:

• Perform intermediate IMAC (installs, moves, add, changes) activities: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc.


• Handle software installation/support/upgrades


• Perform deskside support services installing and troubleshooting of hardware, software and network related issues


• Provide 1^st level Help Desk support


• Perform basic LAN and internetworking related activities


• Handle bench repairs (depot service) & remedial maintenance


• Respond/update/close calls from National Dispatch/Call Management Center


• Communicate with customers to diagnose problem, establish E.T.A., and parts requirements

Knowledge, Skills, and/or Abilities Required:

• Have at 1 – 2 years of field service experience doing hardware roll-outs, refreshes, and other deployment related activities


• Have at 1 – 2 years of deskside support experience


• Have strong internetworking and troubleshooting skills


• Have A+ certification


• May have other vendor certifications from Cisco, Microsoft and/or from OEMs (Dell, Toshiba, Lenovo, HP)


• Must be a self-starter and have the ability to manage multiple tasks


• Exceptional customer service skills


• Good communication skills


• Ability to work independently or as part of a team


• Ability to complete tasks effectively with minimal supervision


• Must be available to work flexible work schedules


• Must have a minimum of a Diploma from a recognized IT program