Desktop Support Technician

NTT DATA•Edison, NJ

3d•Onsite

About The Position

Performing moderate-to-complicated configuration and repair of desktop/notebook computer equipment (and connected peripherals), low-to-moderate installation of IP phone handsets including network drops, and moderate troubleshooting of technical issues on desktop/notebook computer equipment. Provide customer service to a large end user base onsite at customer's location regarding computing functionality, questions, diagnostics, assistance, and consultations in one on one or group situations via in person, phone, email, and video conferences, etc. Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance. Diagnoses and resolves product performance problems using advanced tools / technical knowledge to remediate customer problems. Ability to identify issues caused by firewall, proxy, or anti-virus software. Break/Fix (Hardware and Software) -Performs troubleshooting, parts replacement, and repair on desktops / notebooks, printers, and attached peripherals. Diagnoses and resolves product performance problems using advanced tools / technical knowledge. IMAC - Desktop, Laptop, printer and attached peripherals installation & maintenance including hardware, software, and consumables. Ticket and workload management utilizing customer provided ticketing system. Physically able to lift and move hardware. Must have at least at least 1 year of experience desktop support experience including: Hands on experience with workstation hardware, including assembly, troubleshooting and components replacement. Hands on experience with installation, configuration and troubleshooting Windows operating systems, MS applications (office), Antivirus programs, Browsers. MS Windows, MS Office, Google Workspace knowledge, ChromeOS, IOS, Citrix client Motivated technician with proven troubleshooting skills Proven customer service skills - Must be able to effectively communicate with customers over the phone, in person and via email while providing excellent customer service. Must be able to effectively multi-task and work in a dynamic, fast-paced team environment. Familiarity with workgroup and domain environments Windows 10 / ChromeOS / Cloud Ready Deployments Active Directory - Computer management Imaging, software push using Ivanti LANDesk Work with vendors to help troubleshoot and resolve vendor supported applications and hardware (liaison between end user, vendor, and other support towers) Smart hands for specific support towers. Provide boots on ground for outages and major incidents and follow directions provided by advanced support towers (Epic, Citrix, Network, Server, Cyber, Enterprise applications) Break-fix/Install - thin clients, mobility devices, desktops / laptops, Chrome devices, peripherals (signature pads, scanners, credit card machines)

Requirements

Must have at least at least 1 year of experience desktop support experience including:
Hands on experience with workstation hardware, including assembly, troubleshooting and components replacement
Hands on experience with installation, configuration and troubleshooting Windows operating systems, MS applications (office), Antivirus programs, Browsers
MS Windows, MS Office, Google Workspace knowledge, ChromeOS, IOS, Citrix client
Motivated technician with proven troubleshooting skills
Proven customer service skills - Must be able to effectively communicate with customers over the phone, in person and via email while providing excellent customer service
Must be able to effectively multi-task and work in a dynamic, fast-paced team environment
Familiarity with workgroup and domain environments
Windows 10 / ChromeOS / Cloud Ready Deployments
Active Directory - Computer management
Imaging, software push using Ivanti LANDesk

Responsibilities

Performing moderate-to-complicated configuration and repair of desktop/notebook computer equipment (and connected peripherals)
Low-to-moderate installation of IP phone handsets including network drops
Moderate troubleshooting of technical issues on desktop/notebook computer equipment
Provide customer service to a large end user base onsite at customer's location regarding computing functionality, questions, diagnostics, assistance, and consultations in one on one or group situations via in person, phone, email, and video conferences, etc.
Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance
Diagnoses and resolves product performance problems using advanced tools / technical knowledge to remediate customer problems
Ability to identify issues caused by firewall, proxy, or anti-virus software
Break/Fix (Hardware and Software) -Performs troubleshooting, parts replacement, and repair on desktops / notebooks, printers, and attached peripherals
IMAC - Desktop, Laptop, printer and attached peripherals installation & maintenance including hardware, software, and consumables
Ticket and workload management utilizing customer provided ticketing system
Physically able to lift and move hardware
Work with vendors to help troubleshoot and resolve vendor supported applications and hardware (liaison between end user, vendor, and other support towers)
Smart hands for specific support towers
Provide boots on ground for outages and major incidents and follow directions provided by advanced support towers (Epic, Citrix, Network, Server, Cyber, Enterprise applications)
Break-fix/Install - thin clients, mobility devices, desktops / laptops, Chrome devices, peripherals (signature pads, scanners, credit card machines)