Desktop Support

Job Description:

1. Basic IT hardware troubleshooting skills (Windows and Mac OS)

2. Deploying Windows 10 images via USB or MECM.

4. Must be knowledgeable of Windows and MAC OS deployment and configuration.

5. Basic Networking troubleshooting skills.

4. MS Office, Outlook, and Teams troubleshooting.

5. Basic knowledge of Service Now ticketing system.

6. Basic printer troubleshooting

8. Excellent communication with experience in customer service

9. Knowledge on ITIL/ Incident management process.

10. Must be knowledgeable of Mobile device configuration, wiping, and backup

Roles & Responsibilities

Provide L2 Desktop and Printer support to End users

2. Key process accountabilities are Incident Management, Service Request Fulfillment, Knowledge Management and Continual Service Improvement.

3. Smart-Hands support where resolutions cannot be made remotely

4. Driver testing for laptop/desktops & PC/workstation patching remediation

5. Responds to incoming EUC incidents and requests in a professional manner and with a sense of urgency

6. Can work in a fast-paced environment with priority changes

7. Resolves incidents within the defined SLA's

8. PC Asset Management.

9. Can work effectively independently and collaborate with other team members

8. Provide L2 problem determination and resolution for standard (OEM)

9. Equipment and standard Software listed in equipment and software list associated with the service description. Also support systems software, utility software, and third-party Services for specific desktop application issues with the Applications.

10. Mobile devices management & MECM exposure

11. Can create technical documentation and guides for end user community