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Deskside Support

Company: Crescens Inc.
Location: Janesville
Posted on: January 21, 2023

Job Description:

Job title : DESKSIDE Support
Location: Janesville, WI
Duration : 3-6 months
Type : Contract

Job Description:
DESKSIDE Support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance.

Required Skills

  • Provide remote support for end user devices and break-fix for Vontier users
  • Coordinate onsite support with End User and Dispatch technicians
  • Provide training to the team as requested by your manager
  • Collaborate with the team to create SOPs
  • Resolve tickets assigned to you within the customer's SLA
  • Update open tickets in your queue on a daily basis
  • Experience in a Help Desk, Call Center, and Technical Support environment.
  • A knowledge of ServiceNow is preferred or similar ticketing system desired.
  • Demonstrate knowledge in all activities associated with incident, problem, and request resolution management of end user PC hardware and software issues in a Windows operating environment. Having experience with mainframe issues a plus.
  • Experience in the following: Most current Microsoft Windows Operating System as well as Microsoft Office Products.
  • Experience in Remote connectivity via VPN and VDI.
  • Basic knowledge of TCP/IP as well as Network Hardware, such as routers, switches, hubs, etc. including their functions and capabilities. Microsoft Windows Server technology.
  • Experience in Remote assistance tools such as WebEx/PC Assist or similar tool which is used in most Help Desks to take control of customers PC's.
  • Experience in home networks and Wi-Fi in an effort to troubleshoot such issues.
  • Experience in Security Administration of Active Directory &/or IBM RACF a plus. Not required for this position but a plus if applicant has experience in employee additions, transfers, and deletions. Have experience in creating security groups and also experience in server security access.
  • Must follow ITIL processes and procedures and ITIL framework certification preferred.
  • Ability to work well with others in a team environment including as a member of possible rotational assignments, or as part of a project team
  • Handle user device issues & break fixes wherein all user tickets will be routed through Service Desk.
  • All incidents or service requests will be assigned priority as per company policy and accordingly worked upon by deskside teams for resolution or in case requiring device OEM (Original Equipment Manufacturer) support, would be triaged to respective OEM's.

    • Tools to work with:
    • ITSM Service Now
    • Active Directory
    • Remote Bomgar, Team Viewer
    • MFA DUO, Acuvigil
    • Secure Print Management: Ricoh, Bartender
    • Backup Carbonite
    • Antivirus Trend Micro, Malwarebytes
    • Server Virtualization vSphere
    • Endpoint Management Desktop Central
    • Encryption Server - Policy Server MMC
    • Others

Keywords: Crescens Inc., Janesville , Deskside Support, Other , Janesville, Wisconsin

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