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Desktop Support Technician

Plano, Idaho AKRAYA Inc

Desktop Support Technician : 18-02476
Ref No.: 18-02476

Location: Plano, Texas
Akraya is looking for a
Desktop Support Technician for one of our clients. If the job description below is a fit, please apply directly or call
Amit at ************.
If this position is not quite what you’re looking for, visit ********** and submit a copy of your resume. Our recruiters will get to work finding you a job that is a better match at one of our many clients.

Primary Skills: Desktop Support, A+/Network+, MCP/ MCDST/ MCTS/ITIL/ACMT

Duration: 05+ Months

Contract Type: W2 Only

Job Description:

Troubleshoot software, hardware and connectivity issues locally and remotely.
Troubleshoot video conference issues.
Ability to understand & articulate root cause on customer issues.
Log all contacts into our Incident Management System (ServiceNow)
Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.
Familiarity with encryption and security tools and triaging within this environment.
Assist customers in gaining access to various systems and servers.
Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco telephony.
Setup and maintain shared mailboxes/distribution lists in Exchange Management Console/Exchange Admin Console.
Deploy/patch software using Casper and LANDesk technologies. Communicate call trends and challenges team meetings.
The ability to take on small projects from start to finish.
Knowledge Base and process documentation skills.
Work closely with the team to resolve or properly close aging tickets.
Take ownership of employee issues and follow up on the status of problem on behalf of the user and communicate progress in a timely manner.
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Analyze and resolve incidents with a goal of 90% First Contact Resolution.
Prior Service Desk or Desktop Support experience required.
Two years of desktop-based hardware support experience preferred.
Incident Management experience.
Basic user & security group Active Directory administration experience.
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Windows 10.
Strong knowledge of Mac OS X operating system.
Experience with using and troubleshooting Outlook 2016, Office 365 and Office for Mac within a corporate network environment (permissions, calendaring, delegation) Familiarity supporting VPN issues.
Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory.
Low level hardware/software troubleshooting skills on both laptop and desktop platforms Interpersonal Skills.
Ability to communicate technical issues in non-technical terms.
Ability to work independently and within a team.
Ability to work cross-functionally.

Desired Certifications:
A+ certified is preferred.
Network+ certified a plus.
MCP, MCDST, MCTS: Windows 7/10 certifications preferred.
ACMT certification with Apple hardware and OS X in an enterprise environment is preferred.
ITIL 3.0 Foundation is preferred.
Please apply directly with your updated resume or call Amit @ ************

About Akraya
Akraya, Inc. is an award-winning staffing firm that works with many of the leading, technology-based companies around the world. We have been ranked as one of the Best Staffing Firms to Temp for by Staffing Industry Analysts on multiple occasions and are a preferred staffing vendor within numerous staffing programs. Please visit ********** to search through all of our current openings or to submit your resume to our recruiting team.

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