Job Title: Desk Side Support Specialist

Location: Colonial Heights, VA, 23834

Responsibilities

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 request 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 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 Team Viewer, 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

Years of Experience

Relevant : 7+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.