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Desktop Support Technician

Palo Alto, CA
Desktop Support Technician
Palo Alto, CA

  • Assisting end users on issues in a timely fashion by creating Incident ticket in ServiceNow and if all techs are busy, the technician enters customer in the queuing system
  • Monitoring queues for incidents or requests that require resolution.
  • Escalate to L3 team /Vendors in case assistance is required to resolve any issue.
  • Resolution of Incidents within described SLA timelines as agreed for site support services
  • Track ageing and open tickets and service requests. For open tickets requiring spares and accessories and work closely with asset management team in coordinating them.
  • Prepare weekly reports, monthly and half yearly dashboards and setup reviews with Client leadership.
  • Maintain compliance to Client policies and guidelines like desktop/laptop naming conventions, laptop building/rebuilding checklist, surrender, disposal (Kill Disks/Degauss)
  • Ticket lifecycle management not limited to documenting work notes, attaching relevant knowledge and detailing incident resolution.
  • Isolate system issues; diagnose standard software issues & report hardware issues to respective Vendors.
  • Track and report status of IMAC requests. Verify completion of IMACs
  • Enable end user / equipment Installs, Moves, and changes (IMAC) Requests.
  • Install new or enhanced functions or features: hardware, software, peripherals and configurations 
  • Remove virus from respective desktop / laptop with the antivirus software as per the mentorship from Client central security team
  • Installation / configuration/ Troubleshooting of e-mail clients
  • Hardware support to desktops, laptops (Windows/Mac.), Thin clients (Windows and Linux), Printers, Scanners. Mobile devices and Multi-Function Devices.
  • Fulfilment of software installations/changes that cannot be automated for remote install
  • Hardware imaging, deployment, and repair management services.
  • OS & Standard Software Support on desktops. (Core load, Windows 10, Mac OS). Installation and first level support on business specific applications, installing application and upgrades
  • VIP Support (“white glove” service)
  • Web Meeting support for end user having start up issues and troubleshooting commonly known issues)
  • Provide support to VIP users that includes:
Qualifications, Experience and Certifications:
  • Should have 2-4 years’ experience as deskside / Onsite Support / Local IT engineer
  • Must have knowledge of commonly used end user software’s and a solid understanding of hardware products and accessories
  • Experience configuring workstations to include but not limited to profile information, printers, dual monitors etc.
  • Good experience in providing hands and feet support for network and datacenter devices
  • Solid understanding on hardware, software, and networking concepts
  • Strong customer service skills, written and verbal communication skills
  • Support mobile devices (Android, IOS)
  • Microsoft/ A+ certification a plus
  • Should have some experience with or knowledge of A/v solutions used in conference rooms (TV’s, projectors, VoIP telephones, Collaboration software’s like MS Teams, Zoom Etc)
Sweta N
Sr. Technical Recruiter
Reqroute Inc,
Email: Sweta@reqroute.com
Phone: 408-600-2007 Extn: 1015
Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)

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