Desktop Support L1

Service Global-posted 3 months ago
Full-time • Entry Level
Indianapolis, IN
Professional, Scientific, and Technical Services
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As an onsite support technician, you will provide quality services to end users, focusing on service delivery and troubleshooting of end-user hardware and software configurations. Your role will include installing and configuring desktops, laptops, mobile devices, and associated peripherals, as well as performing various support tasks such as Break Fix, Desk Side Support, IMACD's, Data Migration, and Refreshes. You will also be responsible for managing the ticket queue, coordinating with vendors, and providing IT support for events and disaster recovery situations.

  • Provide customer-facing end-user support including installation and configuration of desktops, laptops, mobile devices, and associated peripherals.
  • Perform Break Fix, Desk Side Support, IMACD's, Data Migration, and Refreshes.
  • Perform on-site updates, configuration changes, or software installations.
  • Provide on-site technical assistance to end users.
  • Identify potential issues that could adversely impact end-user experience and follow through on action steps to prevent them.
  • Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
  • 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.
  • Perform end-user support related security and controls and compliance related tasks.
  • 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.
  • Provide IT support for disaster recovery and immediate response in emergency situations.
  • Provide On-call support if required outside business hours on a rotational basis.
  • Provide Hand and Feet support for network data and voice devices.
  • Install and configure IP, wireless, Analog and Digital phones.
  • Update the inventory of phones, peripherals, and system cards.
  • Test cables for IP phone and TDM phones.
  • Punch cables for different types of panels.
  • Update circuit inventory and vendor details for the service provider.
  • Coordinate with local vendors for ISP, OEM, channel suppliers, and different teams.
  • Minimum 1-3 years of experience as a Field Services Technician.
  • BS/BA in Computer Science, Information Systems, or equivalent experience.
  • Experience with various desktop systems, operating systems, and diverse technical environments.
  • Experience with Asset Management preferred.
  • Excellent customer service orientation and verbal communication skills.
  • Experience supporting Windows operating systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
  • Ability to install software and troubleshoot a wide range of applications.
  • Analytical thinking and problem-solving ability.
  • CompTIA A+ certification or equivalent certification.
  • Flexibility for traveling to remote sites or clusters.
  • Ability to lift weight up to 30 lbs at waist level.
  • Competitive salary
  • Full-time employment
  • Onsite work environment
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