Remote Desktop Support Specialist en Astreya

Overview: We are looking for a proactive and skilled IT Support Specialist to join our team. This individual will be responsible for providing end-user support, troubleshooting IT issues, managing IT inventory, and supporting audiovisual (AV) operations. The ideal candidate will possess a strong technical background, excellent problem-solving abilities, and a customer-focused approach to support.

Key Responsibilities:

Support Request Monitoring and Communication:

• Monitor support request communication channels and provide live assistance to end users.
• Efficiently log and resolve support requests related to employee and office equipment.

IT Inventory Management:

• Manage IT inventory including organized storage, inventory tracking, onboarding and offboarding of employees, and vendor liaison.
• Oversee break-fix resolution and ensure timely maintenance of equipment.

AV Operations and Support:

• Ensure conference room readiness and provide routine maintenance for AV equipment.
• Manage AV break-fix resolution, hardware installations/updates, and vendor relations.
• Assist with live event support and troubleshooting to ensure seamless AV operations.

Network Support and Troubleshooting:

• Perform troubleshooting for network connectivity issues (wired and wireless) and provide smart hands to facilitate incident resolution.
• Collaborate with network engineers for escalations and improvements.

End-User Support:

• Provide comprehensive technical assistance for hardware, software, operating systems (OS), applications, and connectivity issues.
• Offer timely resolution of technical problems to ensure end-user satisfaction.

Device and User Onboarding:

• Support the setup and configuration of new devices, ensuring a smooth onboarding experience for new employees.
• Configure iOS and macOS devices, including email setup, application installations, and security compliance with company policies.

Service Request Management:

• Handle IT service requests and incidents through a ticketing system.
• Ensure timely resolution and high user satisfaction with minimal downtime.

Network Printer Support:

• Troubleshoot and resolve network printer issues, including setup, configuration, and connectivity problems.

Monitor Support:

• Diagnose and resolve issues with user monitors, including display problems, connectivity issues, and hardware malfunctions.

IT Asset Management:

• Track and manage IT assets, including allocation, returns, and disposal.
• Maintain accurate documentation and reporting related to IT inventory.

Break/Fix and Troubleshooting:

• Diagnose and resolve hardware and software issues across desktops, laptops, printers, and network devices.
• Provide solutions for malfunctioning or damaged equipment and maintain detailed records within the ticketing system.