Desktop Support Specialist
Escazu, CR
hace 5 días

Desktop Support Specialist -(210000H2)Responsible for end user hardware troubleshooting, monitoring and maintenance.

  • Performs systems analysis techniques and procedures, including consulting with users, to determine hardware, software and system functional specifications.
  • Diagnoses, troubleshoots, installs and configures End User Computing devices, peripheral equipment, network hardware, and software both remotely and onsite.
  • Provides support for virtual teams at various locations utilizing remote monitoring and management software to resolve customer requests.
  • Assist with documentation, analysis, creation, testing or modification of computer systems or programs, including pilots and tests, based on user specifications
  • Provides Citrix client user support, including VDI / Thin Client.
  • Monitors Service Now and consistently updates tickets daily with work performed and troubleshooting information.
  • Consistently follows and maintains Asset Management policies and procedures.
  • Establishes a high level of personal credibility, and builds strong professional working relationships with customers.
  • Coordinates activities, as needed, with other support or implementation team members.
  • Provides updates, status, and completion information to supervisor, problem request tracking system, and / or users, via voice mail, e-mail, chat, or in-person communications.
  • Qualifications

    Experience & education :

  • Associate's degree or Bachelor's degree in Computer Science, Business, IT, or related field, or equivalent experience.
  • 2+ years' relevant experience required with moderate depth of knowledge.
  • Experience performing technical support for user-facing or End User Computing services.
  • Experienced in one or more operating systems, hardware platforms, networking and application support.
  • Experience with enterprise ticketing software
  • Experience in Active Directory administration; users, groups, computers.
  • Languages

  • Ability to communicate effectively in English and Spanish, both written and verbal
  • Knowledge, skills and abilities (KSAs)
  • Knowledge in the following : Business software applications, Collaboration tools, Hardware and Accessories, Remote Computing, Security, Telephony and Video conferencing, Service Now.
  • Knowledge of industry standard Disaster Recovery / Business Continuity practices, applications and methodologies.
  • Working knowledge of VDI / Citrix / Thin Client technologies and
  • Ability to use open-ended questions and active listening to gather information on a problem
  • Possess and maintain a positive attitude in various situations.
  • Ability to configure, maintain, and troubleshoot IT systems.
  • Understand and readily comply with CWT’s security policies
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