Desktop Support


Sunnyvale, CA

Industry: IT Consulting/Services


Not Specified years

Posted 286 days ago

  by    Cynet Sytems

This job is no longer available.

Job Description:

  • This position assists users with technical support for desktop/laptop computers, applications, printers and related technologies.


  • Provide hardware / software / network problem diagnosis support/resolution to end users located onsite.
  • Wi-Fi support and Mobile Device support.
  • Assists users with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines.
  • Basic phone system support of desk phones and other ancillary telecom hardware and software; Data networktroubleshooting and support including campus MDF, IDF and hardware/connections servicing campus.
  • Coordinate and manage relationships with support teams that provide support for hardware / Software / network and otherinfrastructure problem issues.
  • Setup, configure, and support for video conferencing as provided in campus conference rooms and classrooms.
  • Works with vendor support contacts to resolve technical problems.
  • Works with service desk as appropriate to determine and resolve issues faced by end users.
  • Respond to support requests from service desk, users and otherinfrastructure teams.
  • Use the Ticket Tracking System (HPSM) to document and manage Incidents, Service requests, problems and their respective resolutions and avoidances.
  • Backing up/restoring user profiles, e-mail and Apollo work related documents.
  • Training: Be willing to participate & provide training to the service desk team to help enhance skills and support capabilities.End user training on software and technology related items; Guidance to students and faculty on the use of Apollo technology.
  • Create Knowledge base articles to track appropriate knowledge.
  • Ensure all escalated tickets are handled and resolved with high customer satisfaction and with Tickets aging in control.
  • Work on Reporting, generating day to day reports, Adhoc reports as and when required.
  • Microsoft environment knowledge (desktop & server).
  • Have some level of technical understanding of the products building up a desktop service.
  • Coordinate desktop changes to avoid deployment collisions.
  • Performs upgrades and general preventive maintenance tasks as directed to ensure the longevity of equipment.
  • Collaborate with campus leaders and IT Operations staff to provide technologysupport for regional projects or events.
  • Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
  • Ensures that end user?s computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.
  • Assist in user/hardware movement and branch relocations.
  • Performs work in compliance within specified warranty requirements.
  • Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels.
  • Escalate the issues to proper tier 3 support team when the restoration is beyond the scope and all resources are exhausted.
  • Develop trends by monitoring and analyzing incoming incidents or service requests.
  • Willing to travel to remote sites to provide support as and when required.

Technical Requirements:

  • Hands-on work experience with the following:
  • Windows Operating systems
  • Clients: Windows 7, Windows XP etc.
  • Servers: Windows2000, Windows2003 etc.
  • Basic Knowledge of Active Directory, Exchange 2003/2007.
  • ITSM ticketing tools such as Remedy, HP Service Center.
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
  • A+ certification would be an added advantage
  • Internet browsers (e.g. Explorer, Chrome, Firefox)
  • PDA, Blackberry, Apple device support.
  • Adobe Acrobat and other common desktop applications like Winzip, etc.