Desktop Support Technician

Requirement/Must Have:

• Experience providing end-user desktop support in a corporate environment.
• Strong knowledge of desktop, laptop, and mobile device configuration and troubleshooting.
• Experience with break-fix support, desk-side support, IMACD activities, and data migration.
• Ability to manage ticket queues and meet SLA requirements.
• Strong communication and customer service skills.
• Knowledge of IT security, compliance, and access control processes.
• Ability to coordinate with vendors and cross-functional IT teams.

Experience:

• Experience installing and configuring hardware, software, and peripherals.
• Experience troubleshooting technical issues and performing root cause analysis.
• Experience working with ticketing systems and incident management.
• Experience supporting on-site and remote users.

Responsibilities:

• Install, configure, and support desktops, laptops, mobile devices, and related peripherals.
• Perform break-fix support, desk-side assistance, IMACD tasks, and system refreshes.
• Provide onsite technical support and resolve end-user issues.
• Monitor and manage ticket queues, ensuring timely resolution within SLA.
• Communicate with users regarding ticket status and follow up as needed.
• Coordinate with hardware vendors for repairs and replacements.
• Perform security and compliance-related tasks such as access reviews and audits.
• Collaborate with Level 3 support teams and project teams for system improvements.
• Support IT setup for events, meetings, and off-site activities.
• Provide disaster recovery support and respond to emergency situations.
• Participate in on-call rotation and handle escalations.
• Perform root cause analysis and implement preventive measures.
• Maintain documentation, knowledge base, and training materials.
• Ensure high customer satisfaction through effective issue resolution.

Should Have:

• Experience supporting IT infrastructure in enterprise environments.
• Ability to train and mentor junior staff.
• Familiarity with knowledge base management and documentation practices.

Skills:

• Desktop and end-user support.
• Troubleshooting and root cause analysis.
• Ticket management and SLA adherence.
• Customer service and communication.
• IT security and compliance.
• Vendor coordination.

Qualification and Education:

• Bachelor s degree in Information Technology or related field, or equivalent experience.