Serice Desk L1

Job Title: Desk Side Support (Level 1)

Location: Cary, NC

Job Description

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop/Thin Client support, Printers, PDAs(Tablets), IPhones, Mobile, and LAN cable drops, BYOD, I.P. Phones & Audio video conference devices. Hands & feet support for network and server equipment as well as any IT related projects.
• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
• Backing up and restoring user data, settings and associated systems administration activities
• Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts
• Assist on Incident and Problem management activities
• Be available for On-call support on need basis & as business demands
• Adhere to ticket response and resolution SLA's as agreed upon with the customer
• Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
• Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc)
• Strong Microsoft Operating System installation and troubleshooting skills

Experience-based Windows support

• Configuration/imaging
• Installation environment
• General Windows OS troubleshooting

Hardware support and troubleshooting

• Troubleshooting hardware issues
• Replacing desktop/laptop hardware
• Installation of peripheral devices