Desktop Support Technician
Phoenix, Arizona, United States of America
Contract
3 days ago
Key skills
PhoenixServiceNowLeadershipKPI ManagementChange Management
About this role
We are looking for Desktop Support Technician for our client in Phoenix, AZ.
Job Title: Desktop Support Technician
Job Location: Phoenix, AZ
Job Type: Contract
Job Overview:
Requirement/Must Have:
- 1+ years of experience in Field Services support, tech Bar, Windows 10 and 11 upgrade, Hardware management for EUC, Information Management, or Customer Service management.
- 5-6 years of FSO Manager experience.
Responsibilities:
- Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are being handled as the defined SLA.
- SLA & KPI Management - To ensure all SLA and KPI for the project has been over and above achieved.
- Client Management - To ensure right communicating has been liaised with clients, creating reports for clients.
- Team Management - Team building and handling skills and act as a bridge between the leadership and team members.
- Team Handling - Should handle team efficiently by taking max. output and discuss their improvement plan.
- Transition - Due diligence and coordinate with the transition team for proper implementation of the process.
- Tech Bar Management - To ensure the teams manage the Tech bar efficiently. Help customers with their issues.
- Automation - Process improvement and automation opportunity to be explored and implemented.
- Technical - Knowledge of SCCM, Windows 10 to 11 upgrade, Windows Build process, technical troubleshooting on windows, printers, Hardware issues, and client VPN.
- Ticketing Tool - ServiceNow, Dashboard creation, how to calculate SLA's, fetching reports and shared SLA reports with team.
Skills:
- Disciplined, systematic problem-solving skills.
- Windows Operating systems 10 & 11 with troubleshooting.
- ITSM ticketing tools such as ServiceNow.
- 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, Edge).
- VPN and remote dial-in users.
Qualification And Education:
- Preferred MCP/MSCE/MSCA or HDI CSS.
- ITIL knowledge of V2/V3/V4 especially on Service Desk, Incident, Problem, and Change Management preferred.
- Bachelors / Masters / Equivalent.