End User Desktop Support

End User Desktop Support

• Experience in End User Desktop Services (3-4 Years)
• High level of trouble shooting and remediation. Work with resources out of their group, providing coordination. Multi-tasking required.
• Constantly monitor individual queue to resolve routine and non-routine desktop issues and requests
• Escalate issues as appropriate and act as a technical escalation for the end user
• Maintain a high level of customer satisfaction
• Comply with the desktop group practices and procedures
• Update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
• Identify technical and process issues and recommend improvements
• Achieve target ticket volumes and ticket resolution levels
• Responsible for compliance with applicable corporate policies and procedures
• Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
• Follows the processes, practices established for the group
• Coordination and consulting with client areas to help analysis problems and needs and recommend technical solutions
• Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc.
• Perform intermediate-to-advanced deskside support services installing and troubleshooting hardware, software, and network related issues
• Handle software installation/support/upgrades
• Provide 1st/2nd level Help Desk support
• Perform basic LAN and internetworking related activities
• Have strong internetworking and troubleshooting skills
• Have A+ certification & at least one certification from either Cisco or Microsoft
• May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)
• Must be a self-starter and can manage multiple tasks
• Exceptional customer service skills
• Good communication skills
• Ability to work independently or as part of a team
• Ability to complete tasks effectively with minimal supervision
• Must be available to work flexible work schedules
• High-level skill set
• Outstanding people skills
• Self-starter, needs to be able to work on his/her own
• Proficient in Windows 11/10 and 7 and Office Suite/O365