Responsibilities
1. Manage Desktop Devices (hardware, software, and connectivity) incidents through to resolution.
2. Manage IMAC and desk side support services.
3. Handle hard and soft break-fix services for laptops and desktops.
4. Support, manage, optimize, and maintain desktop configurations, including patch updates and hardware replacements, using appropriate tools.
5. Analyze Service Desk calls and incident data to identify user training needs and automation opportunities.
6. Ensure each Desktop Device is installed with the appropriate image.
7. Monitor security profiles and anti-virus software on all Desktop Devices, taking appropriate action for non-compliance.
8. Provide VIP support for desk-side issues as per contract and serve as the point of contact for IT issues at the site when other support teams are unavailable.
9. Ensure all technicians are fully vaccinated with a COVID certificate.
Requirements
1. Knowledge and experience with Windows 7 OS.
2. Good to have: knowledge of Active Directory and smart hands support.
3. Good to have: experience supporting MAC devices and tablets.
4. Experience with service management tools, e.g., ServiceNow.
5. Proficiency in EUC tools, remote support tools, MS Office, and Outlook.
6. Preferable: understanding of Lync, VPN, and mobile device support.
7. Awareness of ITIL processes related to Incident, Change, Problem, and Service Request management, including spare and buffer stock management.
8. Associate degree in electronics or related field required; Bachelor's degree preferred.
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