Job Description
? The B2 – Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot document steps performed to resolve challenges with hardware, software application issues in a ticketing system. The candidate will also need to facilitate customer resolution fcalls engage their supervisors managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis resolution. Providing fault analysis to customer’s various core operating systems platforms, as well be able to provide support apply desktop fault resolution fthe approved application suite. Ideal candidate should have 2-3 Years’ experience in Windows Desktop support.

Position Responsibilities Functions
? Provide first/second level contact problem resolution fcustomer issues.
? Work with vendors to remediate complex AV issues as needed.
? Provide timely communication on issue status resolution.
? Maintain ticket updates fall reported incidents.
? Install, upgrade, support troubleshoot XP, Windows 7, Windows 8.1, Windows 10 Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
? Should have basic knowledge of Mac operating system, to support Apple pc users.
? Install, upgrade, support troubleshoot fprinters, computer hardware.
? Performs general preventative maintenance tasks on computers, laptops, printers.
? Performs remedial repairs on Desktops, laptops, printers any other authorized peripheral equipment.
? Use diagnostic tools to troubleshoot problems associated with network connectivity, workstation hardware/software.
? Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices Telecoms.
? This position requires the ability to work in a project-based environment requiring flexibility teamwork. Performs other duties as assigned.

Candidate Required Minimum Qualifications Skills
? Bachelor’s Degree equivalent in Computer Science related field.
? CompTIA A+, Microsoft Certified Professional (MCP) better.
? Minimum of 18 months of IT experience.
? Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
? Mobile device management including IOS Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
? Proven analytical, troubleshooting problem-solving skills.
? Proven ability to multi-task, effectively determine priorities meet SLA’s.
? Excellent communication relationship-building internal customer service skills.
? Adaptable flexible in a fast-changing industry work environment.
? Willing to work off-hours weekends when required fprojects emergency support.

In addition, the B2 Technician will mentassist B1 technicians in their work provide support to B3 Engineers in resolving tickets.