Desktop support consultant job description

WheelsUp is seeking a qualified, self-motivated candidate to fill a position in our IT Desktop Support Specialist role. Utilizing our ticketing system, the candidate will provide support for issues reported by onsite and remote staff. The Deskside Support Technician serves as the primary contact for solving and escalating tickets to 3rd tier support as needed. This role requires the ability to be on-call after hours and weekends as part of a rotation
Responsibilities

* Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
* Provide in person and remote end user support with an emphasis on quality resolutions
* Help improve end user productivity by completing triage, offering advice, and teaching products and capabilities
* Support for computer hardware and any authorized desktop software for Windows, MacOS and iOS base systems
* Provide operating system and application support to diagnose and resolve unique, non-recurring problems
* Reimage systems as required
* VPN troubleshooting and support
* Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified
* Ensures configuration and inventory management database entries are complete and accurate
* Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
* Identify and learn appropriate software and hardware used and supported by the organization
* Reinforce SLAs to manage end-user expectations
* Identifies potential escalations and proactively alerts management as needed.
* Perform other duties as assigned

Qualifications

* Must possess a professional demeanor and strong customer service skills
* Experience troubleshooting/repairing desktop and laptop hardware and software
* Onsite and remote support experience necessary.
* Basic understanding of networks, Client servers and telecoms
* Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)
* Strong Microsoft operating system troubleshooting skills
* Experience supporting MacOS based laptops and software
* Strong problem solving and critical thinking skills
* Strong written and verbal communication skills
* Must be self-motivated and the ability to work independently with minimal supervision
* Must have excellent time management skills
* Must be detail and process oriented
* Ability to work flexible hours from time to time to cover for other staff and to be on call rotation (nights & weekends)

We are looking for Desktop Support for an immediate need. This is a client-facing role & the candidate will have regular interactions with various client managers.
Roles and Responsibilities:

- Provide basic support for Windows 10/Office 2016

- Prepare new laptop for new user (imaging process)

- Migrate users data from hard drive to new laptop profile if required

- Setup/deliver new laptop docking station and monitor for user

- Hardware - lifting

**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity.


About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the US, Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant."


Qualifications

We are looking for Desktop Support for an immediate need. This is a client-facing role & the candidate will have regular interactions with various client managers.

Roles and Responsibilities:

- Provide basic support for Windows 10/Office 2016

- Prepare new laptop for new user (imaging process)

- Migrate users data from hard drive to new laptop profile if required

- Setup/deliver new laptop docking station and monitor for user

- Hardware - lifting

**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity.


About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the US, Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant."

10238 – Desktop Support II (Onsite)

Job Summary:

The Desktop Support II technician performs the installation, repair and preventative maintenance of personal computer and related systems. Assists in determining suitable software to meet user requirements. Troubleshoots software and hardware failures and identifies network problems when they relate to personal (desktop or laptop) computers.

Job Responsibilities:

• Accurately document instances of hardware failures, repairs, installations, and.
• Work with end users to identify and resolve issues with computer hardware and software.
• Liaison with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, connected peripheral devices, and supported mobile devices.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software products.
• Perform on-site analysis, diagnosis, and resolution of complex computer problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Participate in equipment refresh tasks as necessary.

Required Skills, Attributes & Education: (under Job Requirements section)

• High School diploma or Associate degree in related field
• 1 -2 years of related experience
• Diagnose and troubleshoot issues with hardware, software or network.
• Excellent technical knowledge of network and computer hardware, including troubleshooting network connectivity issues, hard drive errors, network drive and printer mapping.
• Experience supporting PCs, laptops, MACs and mobile devices.
• Experience with SCCM and JAMF MDM tools.
• Good Analytical Skills
• Problem-solving skills
• Good documentation skills
• Willing to assist users with their tasks when needed
• A+, Microsoft or MAC Certification Preferred

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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