Desktop Support Technician Job at SISL Global, Durham, NC

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  • SISL Global
  • Durham, NC

Job Description

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

  • BA or Vocational school degree preferred or equivalent work experience
  • A+ Certification preferred
  • Microsoft Certified Professional certification a plus
  • Previous call center, computer support, or customer service experience
  • Technician must be able to travel if it’s required by our client.

Skills

  • Excellent desktop support technical skills. Experience in supporting and troubleshooting Microsoft Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools
  • Configure and troubleshoot IOS and Android operating systems
  • Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
  • Excellent communication and customer service skills. Excellent teamwork skills
  • Ability to perform root cause analysis and determine appropriate course of action based on result

Job Tags

Work experience placement, Local area, Remote job, Shift work,

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