Desktop Support

Role- Desktop Support (L2 support)
Location- Miami, FL

• Candidate with 7+ years of experience with excellent organizational skills.

• Previous experience of working in an IT support role with excellent IT skills and computer literacy.

• Previous Experience within a customer service role

• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.

• Ability to demonstrate practical troubleshooting and problem analysis techniques.

• Good attention to detail and ability to show initiative.

• Ability to plan and priorities work load without supervision.

• Ability to priorities, manage and perform under pressure to meet SLA's.

• Excellent knowledge of Customer Service best practice.

• Willing to work flexibly and with enthusiasm.

Technical skills required -

• Basic understanding of hardware / software / network problem diagnosis / resolution via telephone for customer's end users

• Route problems to internal I.M. support staff. Help desk, customer service, and support experience with problem solving involving

• Hardware, software, and networks. Phone support experience necessary. Windows Operating systems , Clients: Windows XP, Windows 2000, Windows 98 ,

• Remote desktop connectivity applications: RDP, PCAnywhere , MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange,

• Internet browsers (e.g. Explorer, Netscape and Firefox), VPN and remote dial-in users, Support for laptop, desktops, and printers, PDA and blackberry support.

• Customize desktop hardware to meet user specifications and site standards

• Performs work in compliance within specified warranty requirements

• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
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• Safely package equipment for branches and arrange for the transport of the equipment

• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network

• When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member

• Develop trends by monitoring and analyzing incoming calls, problems and support