Desktop Support Specialist

PRINCIPAL RESPONSIBILITIES:

State the primary responsibilities of the role and the primary tasks for each function.

Should have good hardware troubleshooting skills in desktop, laptop, Network printers, IP Phone etc. and have knowledge of Desktop/Laptop Imaging, Standardization, Security, management, Remote Management, SCCM knowledge, basic knowledge of AD, DNS, DHCP, Virtual Desktop Environment. Video Conferencing Systems and Patch management would be an added advantage.

Responsible for Level-2 Escalations on all the end user devices and application. Act as an escalation point for advanced or difficult help requests. Escalate incidents with accurate documentation to suitable technician or vendor, when required. Contribute to technician knowledgebase and training as needed. Knowledge of Snow ticketing system would be an added advantage.

Adhere to the security and compliance standards. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Audit Artifact producer will be producing audit evidence for PII, PCI, SOX, Internal and various other audits demanding evidence.

MINIMUM REQUIREMENTS

• Knowledge of advanced computer hardware, including HP Laptops, Logitech peripherals, Avaya phone systems and other key systems.
• Experience with desktop operating systems, including RDP, call center technologies, Mobile Device troubleshooting.
• Extensive application support experience with support experience with Okta, Office 365, Microsoft Office suite, Adobe products.
• Basic user administration experience on AD, with working knowledge on DNS and DHCP, VDI, Citrix, GPO, MFA, Cisco Video Conferencing, Zoom.
• Basic understanding of network and troubleshooting skills of VPN issues, OKTA, Global Protect, Cisco Umbrella.
• Working knowledge of a range of diagnostic utilities, including Bomgar remote support, HP support portal.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.

Perks and Benefits

• Transportation Services

  : Convenient and reliable commute options to ensure a hassle-free journey to and from work.

• Meal Facilities

  : Nutritious and delicious meals provided to keep you energized throughout the day.

• Career Growth Opportunities

  : Clear pathways for professional development and advancement within the organization.

• Captive Unit Advantage

  : Work in a stable, secure environment with long-term projects and consistent workflow.

• Continuous Learning

  : Access to training programs, workshops, and resources to support your personal and professional growth.