Desktop / Field Support Technician

Cynet Systems•Troy, NY

3d•Onsite

About The Position

This role provides technical support for a wide range of IT infrastructure, including Desktops, Laptops, Printers, Handhelds, and Smartphones. The technician will offer Deskside, OSS, and FSO technical support, as well as support for AV equipment, Comms room devices, desk cabling, and software installation. The position involves performing specification, installation, and testing of computer systems and peripherals, diagnosing and resolving technical issues, and providing 2nd line IT support to the business community. The role requires utilizing customer ticketing systems, providing infrastructure administration functions, and offering on-site cover as part of a shift arrangement. Responsibilities also include troubleshooting software issues, taking ownership of issues through to resolution, categorizing and prioritizing support requests, performing asset inventory, and providing end-user training. The technician will recommend and perform upgrades to end-user devices and work effectively in both BAU and project-based environments.

Requirements

Excellent skills in user IT infrastructure including Desktops, Laptops, Printers, Handhelds, and Smartphones.
Strong technical skills in Microsoft Windows 11 and legacy versions.
Proficiency in Office 365, Teams, Google, and Service Now.
Administration experience of Azure, Intune, and MS Active Directory users, groups, policies, and management concepts.
Basic knowledge of LAN technologies and hardware.
Ability to support video conferencing equipment technically.
Strong verbal and written communication skills.
Ability to move equipment associated with service requests.

Responsibilities

Provide Deskside, OSS, and FSO technical support for Desktop PCs, Laptops, Tablets, Smart Phones, and Desk telephony.
Support AV equipment, Comms room devices, desk cabling, and software installation.
Perform specification, installation, and testing of computer systems and peripherals within established standards.
Diagnose and resolve unique, non-recurring problems by interacting with application software and operating systems.
Work self-sufficiently to perform fault diagnostics and deliver user requirements while maintaining SLAs.
Accurately test, identify, repair, and document end user technical issues relating to Desktop support.
Provide 2nd line IT support to the business community ensuring requirements are met within agreed service level agreements.
Utilize customer ticketing systems to ensure timely delivery of service and provide regular professional updates to users.
Provide infrastructure administration functions.
Provide on-site cover as part of a shift arrangement.
Troubleshoot and resolve software issues including OS Imaging/reimaging and associated systems administration.
Take ownership of issues through to resolution on all appropriate requests.
Categorize and prioritize end user support requests and service requests.
Perform asset inventory activities as needed.
Provide end user training and guidance on the use of hardware and software.
Recommend and perform upgrades to end user devices.
Work effectively in both BAU and project-based environments requiring flexibility and teamwork.