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Service Desk Technician

Company Name:
CompuCom
Service Desk Technician Responsibilities: - Provide Support Desk call functions that include: phone calls for assistance, email assistance requests, and content for the knowledge base (ie support procedures, tips and tricks, work-around options, how to, etc.) used for reference by other Support Technicians and clients. - Provide Workstation inventory processes: Images, distribution,
repair
, replacement, configuration, upgrades, security/encryption, and the like. - Provide technical expertise to diagnose and resolve hardware and software related problems. - Monitor Customer Satisfaction metrics; service delivery; suggest adjustments in the Support Desk functions when needed to improve service delivery. - Maintain data associated with Support Desk functions; report, trend, and analyze results to understand capacity and improve service delivery; provide root cause analysis on chronic issues. - Support the review of system architecture and recommending improvements to service delivery. - Accurately manage IT asset inventory and software licensing compliance. - Manage various user accounts such as Windows domain, email, and calendar, ensuring that the appropriate levels of security are maintained while enabling users to complete their work effectively - Ensure all end user systems have up-to-date anti-malware protection. - Create, analyze, summarize and monitor usage reports Qualifications: - Competency with managing client and server devices in a Microsoft Windows domain, utilizing at minimum these tools: MS Active Directory, MS Group Policy, MS File
services
, MS Print Services. - Ability to lift and haul equipment up to 50 lbs and crawl under workstations to install and maintain equipment. - Minimum of three years of Workstation and client support responsibility in a technology organization - Experience with software development life cycle using structured processes - High School Diploma or equivalent - Must be self-motivated with ability to work and multi-task in a fast paced decision making environment MYK62683JR

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