Desktop Support Technician

3 weeks ago

North Canberra, Australia Axiom Software Solutions Limited Full time

Overview

Role: Desktop Support Technician

Location: Dickson TN – Onsite

Position Type: Contract

Responsibilities

- As a Onsite Support Technician with minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

- Manage the reporting of SLAs, Adherence of SLA and contract

- Manage shift and shift planning including on call roster

- Manage Resource productivity

- Enable the team with training and development

- Ensure security compliance

- Ensure sufficient inventory level is managed across locations

- Ensure all service request and incidents are resolved before agreed service levels

- Plan and execute any move request or project work

- Lead the team by providing technical and process assistance to below activities

- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software

- Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks

- Perform onsite updates, Configuration changes, or Software installations

- Provide onsite technical assistance to end users by visiting their desk location

- Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent

- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

- Perform end-user support related security and controls and compliance related tasks such as

- Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

- Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.

- Provide On-call support if required outside business hours on a rotational basis

Qualifications

- Desired Qualifications:

- Experience with various desktop systems, operating systems, and diverse technical environments.

- Excellent customer service orientation and verbal communication skills.

- Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.

- Ability to install software for and troubleshoot a wide range of applications.

- Analytical thinking and problem-solving ability.

- CompTIA A+ certification or equivalent certification

- Flexible for travelling to remote sites or cluster

- Should be able to lift weight up to 30lbs at waist level

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