Desktop Support

Position: Desktop Support

Location: Richmond VA Onsite

Responsibilities :

1. Need to have 5 years of experience and knowledge in Troubleshooting softwares printer projectors and issues over remote and over call support to customers.

2. Experience and knowledge in Troubleshooting laptop desktop and printer hardware issues.

3. Experience in Executive and site support analyze troubleshoot and evaluate computer network problems on WiFi devices and network issues.

4. Provide End User Remote support and when necessary onsite support or dispatch Provider support specialists to provide Authorized Users with operational and technical support to resolve Incidents and meet the Service Levels.

5. Support the installation troubleshooting and maintenance of software and hardware in the Warehouse centers Printer scanners and other specialized systems

6. Respond and resolve IT related issues over the phone and tickets

7. Installation of operating system and user applications

8. Troubleshoot hardware and software issues

9. Configure maintain and troubleshoot printers of all types including laser thermal and impact

10. Developing documenting and maintaining deskside operations and administration procedures in the Policies and Procedures Manual.

11. Providing additional resources as needed during Critical Situations.

12. Effectively managing number of Deskside Services resources to ensure appropriate levels of staffing for each Location.

13. Maintaining and providing Escalation contact list(s) for Deskside Services (including Third Party Suppliers).

14. Maintaining a continuous improvement program that improves Deskside Services delivery and reduces the overall number of Escalated Incidents.

15. Identifying solutions that minimize the need to Escalate to Deskside Services (e.g. additional Authorized End User training SelfHelp support opportunities selfhealing opportunities automation scripts RCA).

16. Providing continuous improvement and innovation for better Authorized End User experience (i.e. automation scripts knowledge base articles howto instructions etc.).

17. Participating in compliance activities including corporate audit security risk assessment and vulnerability remediation.

18. Managing any Service Requests (e.g. desktop mobile) which require local interaction at the supported Locations.

19. Ability to prioritize tasks and to delegate them when appropriate.

20. Ability to explain technical issues to technical and nontechnical employees and customers.