Desk Side Technician/ Lead – San Antonio, TX

Desk Side support / Desk side Lead

Location: San Antonio, TX

Type: Contract position

ROLE AND RESPONSIBILITIES

Perform varying degrees of problem analysis, resolution of application and hardware issues relating to Laptops, Desktops & Apple mobile device of Executives.  Perform the below activities while adhering to Service Level Agreements (SLA) and be able to independently prioritize based on urgency & Executive.

  • Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software
  • Become familiar with local and regional infrastructure, key contacts, and escalations in regards to other teams in the business
  • Perform break-fix support for a wide range of hardware and software (site specific software competency will be trained while on the job)
  • Demonstrate outstanding understanding and communication when working with clients
  • Work with vendors to add/change/remove account contracts
  • Support a standard set of applications and validate those applications when new versions are release for compatibility
  • Be quick and responsive, as the devices are usually used by high-profile customers
  • Accountable in providing end-to-end support of mobile devices, from deployment to support to decommission
  • Perform setups and deactivations of Apple mobile devices
  • Ready to work in Shifts during Business days and weekends.

PREFERRED SKILLS AND COMMON TASKS ON THE JOB

  • Customer service skills
    • Comfortable working with people in a professional setting
    • Able to work with multiple vendors and build work relationships with them
  • Able to provide a calming demeanor when frustrated with the customer to reach a positive conclusion
  • Experience-based Windows 7 support
    • BitLocker encryption
    • Configuration/imaging
    • Crash/BSOD resolution
    • Installation environment
    • General Windows OS troubleshooting
  • Hardware support and troubleshooting
    • Troubleshooting hardware issues
    • Replacing desktop/laptop hardware
    • Installation of peripheral devices
  • Microsoft Office proficiency
    • Proficiency in Word, Excel, Lync, Outlook, Access, PowerPoint (usage and support)
    • Visio, Project (support)
    • Able to create documentation and contribute to KB articles
    • O365 support
  • Basic network troubleshooting
    • Experience working with basic network hardware (switches)
    • Troubleshooting connectivity issues
    • Thorough understanding of wireless/wired networks
  • Experience-based iPhone/iPad support
    • Providing tips and suggestions to better utilize mobile devices to customers
    • Working knowledge of troubleshooting iOS issues
    • Comprehension of how mobile devices affect the workplace
  • Hardware support and troubleshooting
    • Able to identify hardware issues on mobile devices
    • Able to pass our vendor’s (GSX) certification for basic hardware repair
  • Cellular/WiFi networking
    • Able to identify the root cause of wireless/cellular issues on mobile platforms
    • Provide quick fixes/workarounds to get mobile devices reconnected

Familiarity with activating/using hotspots provided by mobile devices to create Ad Hoc networks

About VDart Inc:

VDart is an emerging global information technology staffing provider with expertise in Enterprise Resource Planning (Oracle/SAP), SMAC (Social, Mobile, Cloud, Analytics), Business Intelligence & Infrastructure services. Three-time consecutive winner of Best Places to Work in Atlanta and Best and Brightest Award, VDart has successfully deployed over 3500 contractors in the last five years with over 60% of its deployments with Fortune 1000 corporations. We possess deep industry expertise and focus in BFSI, Manufacturing, Retail, Energy & Utility, Healthcare, Technology and the Public-Sector. Our scope, knowledge, industry expertise and global footprint have enabled us to provide best in the industry solutions. With our core focus in emerging technologies, we provide global technology workforce solutions in USA, Canada, Mexico, Brazil, UK & Australia.

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