Role: Desktop Support
Location: Plano, TX (Day 1 Onsite)
Duration: Long Term
Job Description:
Strong troubleshooting skills for hardware, software, and network issues.
· Ability to provide technical support and customer service in a professional manner.
· Knowledge of IT asset management and inventory tracking.
· Familiarity with ServiceNow or similar ticketing systems.
· Understanding of Windows and macOS environments.
· Basic networking and A/V troubleshooting skills.
Responsibilities:
· Ship IT equipment in a timely manner to end-users and offices.
· Update and maintain computer inventory records in ServiceNow.
· Provide first-line troubleshooting support via phone, chat, and in-person interactions.
· Open and document tickets for all incidents and requests, ensuring timely updates and resolution.
· Contribute to the teams knowledge base by documenting solutions and troubleshooting steps.
· Support imaging and deployment of IT assets; experience with ZOHO Manage Engine is a plus.
· Troubleshoot A/V equipment such as Crestron, Neat Bar, and Click-Share.
· Maintain and update IT asset records to ensure accuracy in inventory tracking.
· Follow IT support best practices to resolve end-user issues efficiently.
· Prepare software using provided software package utility for deployment.
· Electronically "push" software, software updates, security updates, vendor patches (service packs, service releases) to end user devices.
· Track technology assets (computers, printers, phones, etc.), support requests, and purchase information by maintaining records of acquisition dates, warranties, physical locations, repair histories, and work orders using the department’s internal tracking software and determine computer equipment that needs replacement.
· Work with Microsoft Windows Operating Systems, Microsoft Office, Dell PCs and Laptops, Microsoft Surface Tablets, HP Printers, Apple iPhone/iPad, and Cisco VoIP.
· Maintain software inventory and assist in tracking software licensing and review PCs and laptops for proper software licensing.
· Provide primary technical and account support for web conferencing platforms plus telecommuting-related technical issues.
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