Desktop Support Technician

Cynet Systems

  • Roseville, MN
  • Permanent
  • Full-time
  • 2 days ago
  • Apply easily
Job Description:
  • Good in Data Analysis & Reporting using MS Office and ITSM tools
  • Coordinate desktop changes to avoid deployment collisions.
  • Prepare requests for rollout.
  • Prioritize change requests.
  • Create rollout plans for changes requests.
  • Coordinate implementation process.
  • Keep track of requests and make sure they are implemented as planned
  • Participate in incident handling concerning desktop changes.
  • Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
  • Microsoft environment knowledge (desktop & server).
  • Have good technical understanding of the products building up a desktop service.
  • Experience from the desktop environment.
  • Understanding and experience of the change management process.
Technical Requirements:
  • Phone support experience necessary.
  • Technical Service desk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Windows Operating systems.
  • Clients: Windows XP, Windows 10.
  • Servers: Windows 2008/2012/2016.
  • Knowledge of Active Directory.
  • ITSM ticketing tools such as Service now , Remedy, HP Service Center, Peregrine Service Center.
  • Remote desktop connectivity applications like Teamviewer, SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
  • MS Office Suite MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers all models
  • PDA and blackberry support
  • Others: Adobe Acrobat and other common desktop applications like WinZip, etc
Soft Skills:
  • Excellent communication and conversation skills (Verbal and Written).
  • Good documentation skills.
  • Good working knowledge of MS OFFICE (Including MS Project and Visio).
  • Should have a great customer handling skills.
  • Able to handle unforeseen situations.
  • High level of acceptance.
Other Skills / Experience:
  • Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
  • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
  • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
  • Ability to learn new information quickly and the willingness to do so at all times.
  • Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
  • Customer Focus.
Years of Experience:
  • Relevant : 7+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.
Certification Requirements:
  • Preferred MCP/MCSE/MCSA/A+ or HDI CSS or Cisco certification
  • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.

Cynet Systems