Who are we looking for?
Provides End User support services at a customer site. Additionally resources may travel to nearby satellite locations of the resident site. These resources will perform in-scope services at the end user desk or services may be delivered in a Walk-in Center where the end user comes for assistance. Tasks performed are incident or service request driven as a standard, but could come directly from high profile customers like VIPs. Supported services include hardware break-fix repair, software break-fix/remediation, Installation, Move, Add, Change and Disposal (IMAC-D) and Lifecycle Refresh on end user hardware and software, Executive Support, Hands and Eyes Support for remote Server and Network teams, and Hardware Depot Management.
WINDOWS, mainly 10 and office 365. Experience with 7 and 8 is good for background knowledge.
SCCM / Imaging
Diagnosing problems (troubleshooting)
Solid base of knowledge
Timely responsiveness to tasks including timecards, email, etc
Client skills focused on high quality communication, setting expectations and then exceeding same
Experience using responding to priorities, timely and relevant updates, use of ticket status, prompt closure, mindful of SLA's
Ticketing tool (IT Works or similar)
Dell Computer Software / Hardware
Networking, Wired & Wireless
Switches, cabling, & punch panels
Servers 2008 & 2010
ITO GENERIC SKILLS - DESKTOP-WINDOWS 2003/2008/2012/2016