Desktop Support Technician

Principal Responsibilities : (Essential Function) :

• Provides day-to-day support and monitoring of the deskside team with ticket assignment and resource allocations.
• Reviews professionalism by the deskside team and confirms adherence to dress code and shift times
• Completes survey reviews and provides customer feedback for deskside team members
• Carries out responsibilities in accordance with the organization's policies, procedures, and state, federal and local laws
• Ensures compliance with all company policies and procedures, including safety rules and regulations.
• Provide direct technical support to client's on-site personnel
• Perform IMAC related tasks as assigned (e.g., hardware break / fix and hardware or software upgrades) including data migration
• Resolve reported incidents in the software & hardware environment
• Maintain incident management system with up-to-date information on ticket progress
• Complete assigned tickets in timely manner within the Client SLAs
• Update asset tracking inventory in accordance with work instructions
• Provisioning and setup of phone for either landline or VOIP
• Monitor / Resolve tickets that have been dispatched by the Service Desk for further action
• Provide support services for client's conference and training rooms
• Perform customer support related tasks and special projects as assigned by management
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues

Job Requirements Education / Experience

Skills