Lucerne-Stadt District, Lucerne
Job Summary
Job Description – Deskside / Desktop / End User Computer support in a corporate environment Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support. Support Mac OS, Windows OS, Microsoft Office 365, Smart Phones, AV Conferencing Systems, Printers and PC hardware Ability to categorize and prioritize end user support requests and service requests by utilizing the Service Now ticketing system to track tickets and provide up-to-date status and information. Ability to research and follow appropriate KB articles. Strong Microsoft Office 365 skills (Outlook, Word, and Excel, PowerPoint) Maintain system configurations and KB documentation; providing updates to articles as needed. IMAC Support - IT equipment Install/Move/Add/Change/Decommission Smart Hands supports networking, server, and telecommunications technologies. Printer and peripheral device support Physical Inventory management of IT assets including asset auditing. Provide Executive VIP support as needed. Support additional corporate and retail locations as needed. Reimaging computers/hard drives in accordance with customer standards Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents. Train and orient staff on use of hardware and software. Performs other duties as assigned. Additional Job Description – Bachelor’s degree from an accredited higher-education institution and/or seven years relevant experience. Strong knowledge and experience with Windows and Mac OS X operating systems Good understanding of Network Infrastructure Understanding of network, systems and configurations ITIL Foundation Certification A+ certification plus one, preferably two, of the following certifications: N+, MCP, MCDST, MCSA, CNCT, CST, CNST, Apple Certified (ACHDS, ACTC, ACDT, ACPT); Must be a team player, possess strong communication skill, and possess a strong customer-centered philosophy. At least 3 years of experience in desktop support and field services role Dell Certified Technician for ordering parts through OEM and parts replacement Strong Apple ISO and mobile support (MDM Support) Broad understanding of Mac OS Management tools especially JAMF Product Suite Experience in operating system deployment (SCCM and macOS 10.15 or later) Need to work from office all 5 days a week with a couple of exceptions.
Key Responsibilities
Key Responsibilities – Deskside/End User Support: Provide technical support for desktop computers, applications, and related technologies. Support Mac OS, Windows OS, Microsoft Office 365, smart phones, AV conferencing systems, printers, and PC hardware. Troubleshoot and resolve software issues; install, configure, and reinstall software including remote support. · Service Management: Categorize and prioritize end-user support requests and service requests. Utilize ServiceNow ticketing system to track tickets and provide status updates. Follow and update Knowledge Base (KB) articles for issue resolution. · Hardware and Peripheral Support: Support the installation, move, addition, change, and decommission of IT equipment (IMAC support). Provide support for printers and peripheral devices. Reimage computers/hard drives according to customer standards. · Network and Telecom Support: Provide “Smart Hands” support for networking, server, and telecommunications technologies. Maintain system configurations and KB documentation. · Inventory and Asset Management: Manage the physical inventory of IT assets including asset auditing. · Executive and VIP Support: Provide technical support for executives and VIPs as needed. Support additional corporate and retail locations as required. · Training and Documentation: Train and orient staff on the use of hardware and software. Maintain accurate and thorough documentation. · Customer Service: Take ownership of issues from end-to-end to reach a resolution. Provide consistent and excellent customer support to all staff levels. Maintain a positive attitude and high level of professionalism even under stress. · Collaboration and Communication: Collaborate with subject matter experts for complex problem resolution. Communicate effectively with end users, managers, and local technical staff.
Skill Requirements
Additional Duties: Perform other duties as assigned. Handle challenging rapid-response user support. Balance, prioritize, and organize multiple tasks efficiently. Provide Meeting room Support as when needed. Shift Coverage: Standard Support Model: Weekday coverage during standard business hours. Flexible to work 24x7 Shift Support Model: Rotational shifts (night, weekend, and holiday coverage) as per site/business need. Flexible working during weekend in case any requirement
Other Requirements
Qualification - B-Tech or any equivalent bachelor’s degree
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