Apptad- End User Support Technician

Role : - End User Support Technician

Location- Marietta, GA / Alpharetta, GA(Onsite)

As an End User Support Technician with technical experience in providing quality services to the end users which includes the following key roles and responsibilities :

• Provide customer facing end-user support that includes
• Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
• IMAC support including large scale / bulk office moves / re-stack activities (all moves)
• Support for Operating System, Windows and MAC, MS Office suite and other business application
• Proficient imaging devices using SCCM or Intune
• Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
• Support for the Mobility devices (IOS / iPhone / IPads)
• VIP and home-based office (HBO) user support
• Manage the ticket queue in ServiceNow system and ensure they are resolved and closed within the defined service level maintenance
• 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 (e.g. Hardware Vendor technicians for warranty repair / replacement)
• 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 including site setup, coordination with venue IT / AV contacts and stand-by support