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Job Details

Help Desk

Company name
Astreya Partners Inc

West Palm Beach, FL

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Help Desk

Astreya Partners Inc

West Palm Beach


Job #666842666

We are looking for a rock star Desktop Support Technician to join our team in West Palm Beach! In this role, you will be supporting the Corporate Operations team to perform desktop services and VIP Support. Candidate will need 5 years of experience and have had previous VIP Support experience. Proactive attitude and ability to interact with executive level. Office 365 experience preferred ITSM experience preferred Business attire (shirt and tie) required 5 years of experience in implementing, troubleshooting and supporting end user technologies & services in medium to large sized environments 5 years of Windows OS administration, configuration and troubleshooting experience 5 years of experience with Microsoft SCCM Microsoft Intune or equivalent MDM experience with managing mobile devices, configuring mobile policies and deploying mobile applications In depth knowledge of key technologies including Enterprise Mobility, Office 365, Collaboration, Messaging and Unified communications Good working knowledge of Active Directory Must be bilingual (English / Spanish). Portuguese is a nice to have. Responsibilities: Monitor, update and maintain tickets in defined ticketing systemRespond to tickets, contact users and plan workload Take ownership of the issue from end to end- from creation through the whole process and then through the resolution to ensure that issue has necessary follow through with end user Update tickets with the latest status Escalate the ticket to the correct group if the incident cannot be resolved Sign-off closed tickets with the user to include follow up specifically to the end user Close tickets that have been resolved Identify Interrupts and escalate as needed, monitor where possible and resolve issues during emergency outages Imaging and Deployment support of PC, mobile device hardware Setting up the computer(s), monitor(s), mobile device(s) Maintain physical presence at designated service locations and time for employees to pick up user’s computer, or delivering to end-user. Software installation (based on standard software image and guidelines)Set-up in accordance with documentation. Troubleshoot software in the Standard Software image and 3rd party applications Routine or as requested health check of IT systems for printers, copiers, fax machines, scanners, and video conference equipment and providing reports as needed. Training end users on how to operate the equipment as requestedCheck to see if paper and toner is adequate. Refill, stock and change as necessary. Check to see if equipment is operational (no paper jams, power is on and general health Check and troubleshooting simple issues and escalation of complex issues to appropriate employees Check stock levels of standard equipment; notify named employee when stock levels are low or order as defined by Conference room sweeps to verify Video Conferencing cabling, equipment settings as per defined checklist Hardware management to include, but not limited to.Change out hardware components as requested and perform basic data transfers from old hard drive to new hard drive as needed Ability to identify whether a failure exists and adequately describe the failure to the repair center or manufacturer. Process RMA and track repairs to repair centers or manufacturers. Liaison for repair and purchasing from 3rd Party vendors Tracking of hardware warranty contract service agreement document and expiration of such contracts and documents as needed Receive and asset tag equipment based on the process to include, but not limited to: Laptops, Desktops, Printers, Servers and Misc. Equipment as required Software Management to include, but not limited to: Virus, spyware and adware check and cleanup as needed Basic troubleshooting of software and hardware issues Secure password management for any and all provided passwords Support access to corporate network/wireless and applications both on network as well as over VPN. Coordinate execution of tasks with guidance from primary support representatives Manage IT inventory of stock in house, such as moving, sorting, cleaning, stocking etc. VIP support Provide support for senior executives Must have the ability to resolve complicated technical issues under pressure Must have the ability to make explain complicated technical problems in terms non-technical people understand Must be confident and assuring Must be forward thinking and address issues before they become a problem Will support West Palm Beach as well as remote sites in North and Latin America as well as EMEA

Updated 05/16/2018

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