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Sharp Brains · 22 hours ago

Desktop Support Technician (On Call)

Robesonia, PA

Full-time

Onsite

New Grad, Entry Level

Sharp Brains is a company seeking a Desktop Support Technician to provide on-call support for IT services. The role involves prioritizing and resolving incidents, assisting end-users, and managing hardware and software installations and support.

Cloud ComputingConsultingHardwareInformation TechnologyData CenterNetwork Hardware

Hiring Manager

Rao Waqar Ahmad (CHRP)©

Responsibilities

Prioritizing work based on the impact and urgency of the ticket

Resolution of Incidents within described SLA timelines as agreed for site support services

Maintain compliance to Client policies and guidelines like desktop/laptop naming conventions, laptop building/rebuilding checklist, surrender, disposal

Ticket lifecycle management not limited to documenting work notes, attaching relevant knowledge, and detailing incident resolution

Isolate system issues; diagnose standard software issues & and report hardware issues to respective Vendors

Provide end-user assistance in submitting Service Requests

Fulfilment of Service Requests where necessary

Track and report the status of IMAC requests. Verify completion of IMACs

Enable end-user/equipment Installs, Moves, and changes (IMAC) Requests

Install new or enhanced functions or features: hardware, software, peripherals, and configurations (e.g., peripheral upgrades, system reconfigurations, special requisition installations)

Proactive and regular checks for assets installed in meeting rooms from readiness perspective

New end user on-boarding hardware setup

Hardware support to desktops, laptops (Windows/Mac.), Thin clients (Windows and Linux), Printers, Scanners. Mobile devices and multi-function devices

Fulfilment of software installations/changes that cannot be automated for remote install

Hardware imaging, deployment, and repair management services

OS and standard Software Support on desktops. (Core load, Windows 10, Windows 11, Mac OS). Installation and first-level support on business-specific applications, installing applications, and upgrades

When de-installing equipment, de-tag equipment, erase and dispose of data and information residing on hard drives, strip for disposal, update in the asset tracking system that the equipment has been de-installed and disposed of and prepare the equipment to the vital 3rd party for collection and disposal

Follow up with 3rd party on hardware device replacement where needed

Image backup of assets for terminated users

Assist the asset management team in sharing the IMACs for new installations, movement on floors, and carrying out physical verification activities

End-user training and support of key collaboration technologies

Implement change records based onsite activities

Install, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment

Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment

Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment

Safely package equipment for branches (remote office) for the transport of the equipment

Provide User data and application recovery, which includes recovery/retrieval of data stored on local folder or computer. Ex: Outlook pst/data, Files/Folders etc

Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels utilizing clients’ processes

Provide user data and application recovery, which includes assistance to recover/restore data stored on local folder or computer. Ex: Outlook pst/data, Files/Folders etc

Familiarize end users on basic software, hardware and peripheral device operation

Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Administrator

Works with vendor support contacts to resolve technical issues within the desktop environment

Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible

Works with other IT team members regarding new branch builds and upgrades

Arranges for and/or prepares equipment for shipping/receiving

Maintains I.T. records and tracking for area of responsibility

On time IT hardware delivery from IT store or procurement place to office location

Qualification

Hardware supportOS supportTicket lifecycle managementEnd-user trainingData recoveryProblem-solvingCommunicationTeam collaboration

Required