Cynet Systems Inc
Desktop Support Technician
PayCompetitive
LocationTampa/Florida
Employment typeFull-Time
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Job Description
- Req#: 25-30153
- Accept & register Service Incidents.
- Classify Service incidents according to the specified options.
- Execute 1st attempt to solve the Service Incident.
- Refer Service Incident to the appropriate Resolution Owner Support Group.
- Tracks the progress of an owned Service Call during the entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary.
- Escalate to the appropriate management level when thresholds are violated.
- Close Service Incident.
- Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
- Report about Service incidents.
- Communicate response times for dispatched tickets to the customers.
- Manage the entire service request process ensuring adherence to SLA.
- Execute service requests such as setting up NT/Outlook accounts as per the SLA.
- Process and send IT reports.
- Tech Skills.
- Technical helpdesk or technical call center experience is necessary.
- Disciplined, systematic problem-solving skills required.
- Windows Operating systems.
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000.
- Servers: Windows 2000, Windows 2003, Windows 2008.
- Knowledge of Active Directory, Exchange 2003/2007.
- ITSM ticketing tools such as Remedy, Client Service Center, client Service Center.
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists.
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
- MS Office Suite (XP, 2003, 2007): 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 user.
- Support for laptop, desktops, and printers.
- PDA and blackberry support.
- Others: Adobe Acrobat and other common desktop applications like Winzip, etc.
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options.
- Route problems to 3rd level IT support staff using knowledge base articles.
- Coordinate with level 3 and support staff that provide hardware / software / network problem resolution.
- Use the SOAR to document and manage problems and work requests and their respective resolutions and circumvention.
- Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers.
- Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
- Troubleshoot client software and basic network connectivity problems remotely using remote access tools.
- Identify, evaluate and prioritize customer problems and complaints.
- Participate in on-going training and departmental development.
- Maintain quality standards for incident documentation and phone calls.
- Skills.
- Customer-focused.
- Thorough knowledge of troubleshooting remote access issues.
- Excellent communication skills, (active listening skills).
- Able to articulate and speak with clear voice.
- Diplomatic and must have interpersonal skills.
- Able to understand the business’s objectives.
- Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field.
Job Description:
Responsibilities:About the company
We are a team of technical visionaries who joined forces to form a company that would gather the best and brightest talent in the world. The company uses this talent to help other organizations fulfill their technological dreams and goals and make them a reality. Welcome to Cynet Systems Inc. – a premier staffing and recruiting company – a nationally and locally certified diversity firm.