Job description

Service Desk and Desktop Support Administrator

Work Location : Carlsbad, CA

Must Needed Skills

· More than 4 years of experience in handling Technical service desk.

· Analyze and troubleshoot a wide range of queries via phone or chat

· Must have experience in Desktop troubleshooting

· Windows 7 to windows 10 migrations

· Imaging machines using SCCM

· MAC Support

Job Description

· More than 1 year of experience in handling Technical service desk.

· Queue Management – Timely case acceptance & acknowledgement, categorization, resolution and reassignment

· Search the knowledge base for incident resolution procedure

· Ensure that all support tickets are updated with the correct and complete information

· Own incident resolution at all times and keep user informed of status

· Provide ETA for delayed streams/Process

· Analyze and troubleshoot a wide range of queries via phone or chat

· Escalate the incident to next line of support in case procedure does not exist; or application of procedure does not resolve incident

· Walk the customer to the problem solving process

· Maintain ownership of Incidents till closure, ensuring status update and resolution according to SLAs / KPIs

· Knowledge Sharing / Cross Training of applications

· Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.

· Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.

· Image and setup workstations using SCCM

· Collaborate with Technology team members to ensure efficient operation of the organization’s desktop computing environment.

Job Type: Contract

Pay: $17.13 - $30.00 per hour

Schedule:

• 8 hour shift

Experience:

• Customer support: 5 years (Required)
• iOS: 3 years (Required)
• Windows: 6 years (Required)
• Mac OS: 2 years (Required)

Work Location: On the road

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