EndUser Support:
o Provide Level 1 and Level 2 support for desktop systems software applications and peripherals.
o Diagnose and resolve hardware software and network issues for endusers.
o Respond to tickets and service requests within established SLAs.
Desktop Management:
o Install configure and maintain desktop hardware and software including operating systems and applications.
o Deploy and manage devices using enterprise tools such as SCCM Intune or similar platforms.
o Image configure and deploy computers and other devices for new users or upgrades.
o Perform regular updates patches and upgrades on desktop systems.
o Ensure antivirus endpoint protection and system security are up to date and functioning effectively.
o Monitor desktop system performance and identify potential issues proactively.
Documentation and Training:
o Maintain detailed documentation of configurations changes and support requests.
o Create user manuals and guides for common tasks and procedures.
o Provide training to endusers on system use and best practices.
o Assist with onboarding new employees by setting up and training them on their desktop systems.
Collaboration and Teamwork:
o Work closely with the IT team to ensure alignment of desktop systems with broader IT infrastructure.
o Assist in the implementation of IT projects related to desktop infrastructure. o Contribute to team efforts and departmental objectives through various tasks as required.
Other Responsibilities:
o Maintains equipment inventory and assists with periodic physical inventory of hardware.
5. Environment and Scale
Number of Devices: 1000
Number of End Users: 800 / 6.
Required Skills and Qualifications
Certifications:
o Must have certifications such as CompTIA A Microsoft Modern Desktop Administrator.
Technical Skills:
o Proficiency with Windows and Apple iOS operating systems.
o Knowledge of desktop imaging and deployment tools like SCCM Intune or similar.
o Experience with Active Directory and Group Policy.
o Basic understanding of networking concepts (e.g. TCP/IP DNS DHCP).
Soft Skills:
o Strong problemsolving and analytical skills.
o Excellent communication and interpersonal skills.
o Ability to organize and prioritize workload and work with minimum direction.
o Accurate and precise attention to detail.
Other Requirements:
o Must be able to maintain confidentiality.
End-User Support Specialist
