Desktop Support

Join Us AS Desktop Support

Company: Shrive Technologies LLC

Job description: Position: Desktop SupportLocation: Berkeley Heights, NJKey Responsibilities:Provide customer facing end-user support that includesBreak-fix support for Laptop, desktop, tablets and associated hardware peripheralsIMAC 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 applicationSupport for the Imaging devices (print/scan/copy/fax) that includes printers and MFDsAccess related issues with smart card, password and security, application configuration and troubleshooting, and general inquiriesSupport for the Mobility devices (IOS/iPhone/IPads)VIP and home-based office (HBO) user support

Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
Respond to end-user requests for updates on ticket status and promptly follow up as needed.
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

Desired Skillsets

Strong understanding of Client based Operating Systems
Strong ticketing system experience
Proficient understanding of level 1 Helpdesk services
Strong understanding of end user hardware
Strong knowledge of client based applications
Proficient with common network protocols (TCP/IP) for device connectivity issues
Excellent communication skills (English & Local language)
Excellent customer engagement and customer service skills
Strong desire to help, share, and assist others
Excellent analytical skills, Work Ethic and Problem-solving skills
Basic Safety knowledge in order to assist users with ergonomic equipment
Ability to lift heavy equipment’s within stockroom
Customer experience – CSAT focused with Customer is #1 Attitude
Professional and courteous and Ability and patience to work in a high dense client environment
Flexible for travelling to remote sites/Colocations
Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage