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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