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Desktop Support in West Chester, PA at Synerfac

Date Posted: 4/16/2018

Job Snapshot

Job Description


Provide consistent, quality customer service and Tier 1 support for IT Services including troubleshooting of software, hardware, network, printing, mobile device following the companies IT Service Desk Standard Operating Procedures (SOP).

Manage Incidents and Requests within identified SLAs recording all troubleshooting and customer interaction using companies ITSM platform. Deploy new and replacement systems as directed through department SOP.

Participate in the IT Asset Management process as directed through department SOPs.

Completion of Service Desk daily assignments as identified by the IT Service Desk Manager. Participate in maintaining department documentation and regularly update existing articles or add to the Public and IT Knowledge Bases as opportunities are presented.

Maintain documented software and hardware inventories. Hardware/software installations and upgrades. Work with vendors on repairs, upgrades, or system implementations.

Obtain quotes and entering PO’s for replacement equipment or new hires. Create virtual machines and configure thin client devices for end users.

Configure and test mobile scanners.

Maintain site drawings with network drops and equipment. Maintain specifications and labeling database and software for Huntsville and US Proteins sites.

Performs system back up procedures for all local location servers.

Collaborate with other IT groups, business units and vendors on repairs, upgrades, project support and testing for new system implementations and support procedures.

Participate in monthly/quarterly/yearly Information Assurance events as required.

As needed, travel to other sites, to maintain or reinforce support resources, provide or receive training, or take part in other business meetings or functions.

Job Requirements


Educational Background: High School Diploma or equivalent. Preferred: Associate's degree in Computer Science, Information Technology or related field.

3 years IT related work experience

Solid foundation in troubleshooting

Requires an understanding of Microsoft Operating Systems, Office Suite, computers and mobile devices in a wired/wireless network environment

Knowledge of network hardware functionality, cabling and communication standards

Experience with Microsoft Server 2008 & 2012

Preferred Industry Certifications: CompTIA A+, Network+, ITIL v3 Foundation, Microsoft Windows 10 – 70-698