Service Desk Support

Key Responsibilities

• Resolve Connection Issues: Users frequently encounter various connection problems, such as issues with Wi-Fi, passwords, or even those related to their internet service provider. In such cases, I guide them through troubleshooting steps via a call, including assisting them with the installation of Remote Desktop to facilitate remote support.
• Install Programs: Although I do not have direct access to install programs on users' devices, I provide them with a webpage where they can download all the necessary software. I ensure that they have clear instructions and support throughout the installation process to avoid any complications.
• Restore Deleted Folders from Network Drives: When users need to restore deleted folders from network drives, I escalate these cases to FCE support. I ensure that the issue is documented thoroughly and follow up with FCE support to guarantee a timely resolution.
• Delete or Move Profiles from One Virtual Machine to Another: For tasks involving the deletion or transfer of profiles between virtual machines, I refer these cases to FCE support. I coordinate with FCE support to ensure that the profiles are moved or deleted efficiently and securely, minimizing any disruption to the users.
• Update Programs: I coordinate with FCE to update the single Windows image that is deployed across all virtual machines. This involves planning and scheduling updates to ensure that all virtual machines are running the latest software versions without causing significant downtime for users.
• Access to AGS, Virtual Machine, VPN, or Network Drives: If users inquire about access to AGS, virtual machines, VPN, or any network drives, they need to be redirected to the Admin for assistance.

Additional Information

• Remote
• Company is Industry: Semi-Conductors - Sillicon design & Manufacturing
• Expected quantity of hours a day: 4-5hs
• Bulk of tickets are generated on the following times: 9-11am & 5-8pm PST
• Timezone: America/Los_Angeles
• Compensation: usd 28/h