Job description
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Responsibilities
- Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
- Manage IMAC and deskside support services.
- Manage hard and soft break fix services for laptops and desktops.
- Provide standard and approved hardware and software support and maintenance on desktop devices for their entire lifecycle, including remote management using appropriate tools.
- Support, manage, optimize, and maintain desktop configuration and installation, including patch updates and hardware replacements with vendor-provided spares.
- Analyze service desk calls and incident data to identify training needs and automation opportunities.
- Ensure each desktop device is installed with the appropriate desktop image.
- Monitor security profiles and antivirus software on all desktop devices, taking action in case of non-compliance.
- Provide VIP deskside support per contract and serve as the point of contact for IT issues at the site when no other IT support team is available.
Requirements
- Knowledge and experience with Windows 7 OS.
- Experience in imaging Windows 11 using PXE boot.
- Experience with software installation via SCCM, Software Center, and manual methods.
- Hands-on experience replacing batteries and collaborating with Dell technicians on hardware repairs.
- Experience using Intune, Active Directory, BitLocker.
- Experience with Outlook administration.
- Experience troubleshooting Humanscale devices.
- Experience working in engineering firms or large companies.
- Minimum 3-5 years of relevant experience.
- Knowledge of AD and support for smart hands and feet is a plus.
- Knowledge and experience supporting MAC devices and tablets is a plus.
- Experience with service management tools like ServiceNow.
- Proficiency with EUC tools, remote support tools, MS Office, and Outlook.
- Understanding of ITIL processes including Incident, Change, Problem, and Service Request management.
- Associate degree in electronics required; Bachelor's degree preferred.
Additional Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Information Technology
- Industries: IT Services and IT Consulting