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Desktop Support Technician

il y a 2 semaines

Pringy, Île-de-France H-Tech Supports Temps plein

Key Responsibilities:
Technical Support

  • Diagnose and resolve L1 issues for laptops, desktops, printers, scanners, and other end-user devices.
  • Install, configure, and troubleshoot operating systems (Windows/macOS) and standard business applications (O365, browsers, VPN, etc.).
  • Support basic network connectivity issues (Wi-Fi, LAN, VPN, IP configuration).
  • Assist with password resets, account unlocks, permissions, and user access management via
    Active Directory / Entra ID
    .
  • Provide basic support for video conferencing tools (Zoom, Teams, WebEx).

Incident & Service Request Management

  • Log, classify, and resolve incidents through ITSM tools (e.g.,
    ServiceNow, Jira, Remedy
    ).
  • Escalate issues to L2/L3 teams when necessary while maintaining ownership until closure.
  • Track and meet SLA targets, ensuring timely updates and proper documentation.

Device & Software Management

  • Perform installation, configuration, and deployment of software, updates, and patches.
  • Support imaging and re-imaging of systems using SCCM/MDT or similar tools.
  • Conduct routine checks, inventory updates, and asset management for end-user devices.

Customer Communication & Documentation

  • Provide clear communication to users regarding status, troubleshooting steps, and resolution.
  • Maintain knowledge base articles, troubleshooting guides, and SOP documentation.
  • Deliver excellent customer service and maintain a professional, friendly approach.

Onsite Support (if applicable)

  • Assist with meeting room equipment, docking stations, projectors, and peripherals.
  • Provide hands-on support for hardware replacements, cable management, and desk setups.

Required Skills & Qualifications:

  • Basic understanding of Windows 10/11, macOS, and O365.
  • Familiarity with Active Directory (reset passwords, add users to groups, etc.).
  • Knowledge of basic networking concepts (IP, DNS, DHCP, Wi-Fi).
  • Experience with ITSM tools (ServiceNow, Jira, Remedy).
  • Strong communication, customer service, and problem-solving skills.

Optional / Nice-to-Have Skills:

  • SCCM / Intune / MDM basics
  • Basic scripting (PowerShell)
  • Printer/server room awareness
  • Familiarity with antivirus, endpoint security, and MFA tools