Deskside Support Technician

Essintial Enterprise Solutions LLC•Suffolk, VA

About The Position

Base Skill Set Expertise in System Desktop Administration, Customer Service, Incident/Change/Release management and Support various third party applications on Windows Platforms. Worked on several technical, various Application support projects across diverse clients and companies. Professionally trained & certified in IT Infrastructure Library & Windows Server Administration and also has sharp focus on utilizing the programming techniques for various initiative activities. Basic understanding of deskside networking tasks (Office SW check, tracert/ipconfig/etc command for end user support) Release/Change/Incident/Configuration management, service delivery, infrastructure, operations & production support. Plan, schedule and implement release projects and related reports, Oversight and development of Build and Release process. Installing, configuring, and managing Mobile Device Management applications Software Distribution, Data Encryption, Corporate email configuration on mobile devices like iPhone, iPad, Blackberry etc. Managing, maintaining, supporting, troubleshooting, and optimizing solution Resolving problem/request logs within contracted SLA targets and working with Help Desk Analysts to ensure users are regularly updated Duties & Responsibilities Technical troubleshooting and hands-on experience with different OS such as iOS, Android, Windows, Blackberry devices Analyzing and investigating skills, with a structured approach to problem solving Assisting end users via telephone, e-mail, with a wide range of questions, problems and requests with their needs Monitoring and tracking incidents and trouble calls in ticketing system in support of the incident and problem management process; recognizing high priority tickets and taking action within the expected response time Updating all assigned tickets capturing troubleshooting activities and resolution Resolving escalations from the IT Service Desk and handling client support requests as well as take ownership of product issues and ensuring closure is achieved Planning, creating, and deploying security and device management policies #EES25

Requirements

Expertise in System Desktop Administration, Customer Service, Incident/Change/Release management and Support various third party applications on Windows Platforms.
Worked on several technical, various Application support projects across diverse clients and companies.
Professionally trained & certified in IT Infrastructure Library & Windows Server Administration and also has sharp focus on utilizing the programming techniques for various initiative activities.
Basic understanding of deskside networking tasks (Office SW check, tracert/ipconfig/etc command for end user support)
Release/Change/Incident/Configuration management, service delivery, infrastructure, operations & production support. Plan, schedule and implement release projects and related reports, Oversight and development of Build and Release process.
Installing, configuring, and managing Mobile Device Management applications
Software Distribution, Data Encryption, Corporate email configuration on mobile devices like iPhone, iPad, Blackberry etc.
Managing, maintaining, supporting, troubleshooting, and optimizing solution
Resolving problem/request logs within contracted SLA targets and working with Help Desk Analysts to ensure users are regularly updated
Commercial experience in an IT support technician role that includes2+ years of technical support experience in a hybrid Windows and MAC environment
Experience in working with a helpdesk operations, to include Windows and Mac clients
2+ year Hands on experience and in-depth knowledge of Macintosh technologies, 2+ years of Windows
2+ years’ Experience with mobile applications/products including: iPhone, iPad, and Android platforms Expertise in iPad / iPhone
Self-starter that is able to collaborate actively with others in a cross-functional team
Proven attention to detail and high standards for quality
Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
Skilled in documenting written troubleshooting steps and instructions
Business professional attire
Cabling experience

Nice To Haves

Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments

Responsibilities

Technical troubleshooting and hands-on experience with different OS such as iOS, Android, Windows, Blackberry devices
Analyzing and investigating skills, with a structured approach to problem solving
Assisting end users via telephone, e-mail, with a wide range of questions, problems and requests with their needs
Monitoring and tracking incidents and trouble calls in ticketing system in support of the incident and problem management process; recognizing high priority tickets and taking action within the expected response time
Updating all assigned tickets capturing troubleshooting activities and resolution
Resolving escalations from the IT Service Desk and handling client support requests as well as take ownership of product issues and ensuring closure is achieved
Planning, creating, and deploying security and device management policies

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