Desktop Support Administrator (WPS)//Onsite

    • $as per industry

    • Full Time, Accepts corp to corp applications, Contract: W2, term contract


    • Desktop Support Administrator

    Job Description

    Role: Desktop Support Administrator (WPS)

    Client Location: Des Moines, Iowa

    Who are we looking for?

    The Desktop Support Administrator role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment with minimum 1-2 years of experience which includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment, (including but not limited to PC, terminals, printers, and scanners) to ensure optimal workstation performance.

    Position Requirements:

    • Support the end customer as face of IT
    • Drive high level of customer service and satisfaction
    • Manage incident and service request queues to ensure SLA's are met
    • Provide hands on resolution of 1st to 3rd line software and hardware incidents where required
    • Work with offshore capabilities to deliver efficient and effective service
    • Track and manage IT assets in asset management system.
    • Review and take part in problem management activities
    • Fulfill service requests for varied IT equipment
    • Drive compliance to internal and external processes and standards
    • Initiate service improvements to the overall service
    • Maintain knowledge repository documentation
    • Take part in change management activities as required

    Technical Skills:

    • Install, troubleshoot, and repair desktops/laptops and associated peripherals. (both hardware/ software)
    • Install, troubleshoot and repair Standard SOE Image on Desktops and Laptops.
    • Image Installation using SCCM
    • Image installation using Intune/ Azure autopilot.
    • Install, configure and troubleshoot standard applications (MS Office/ MS Office 365, Adobe, VPN, Bitlocker, etc.)
    • Deploy IT assets to office-based users and coordinate courier/ shipping for remote users.
    • Provide technical assistance and training to end users on computer operating systems and Standard applications.
    • Instruct and assist end users in the use of computer equipment, software and accessories.
    • Ability to evaluate and test new technology for feasibility and implementation within IT Environment.
    • Document all support activities within the IT Incident and request Management tracking tool.
    • Coordinate efforts with 3rd party vendors to repair faulty hardware/ software.
    • IT stock and stock room management
    • Physical move of asset between IT stock location.
    • Provide remote support for home based users from same country or different counties.
    • Help remote server team on Server/network hardware related issues
    • Hands and feet support, patch cabling and patch cable tracking
    • Basic troubleshooting of Data network/ Telephony devices/ Projectors/ Meeting room equipment/ Printers.
    • Basic troubleshooting of Wifi/ LAN/ WAN
    • Install, upgrade, support and troubleshoot, Windows 7, Windows 10, other OS and Microsoft Office 2013, Microsoft Office 365, and any other authorized desktop applications
    • Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
    • Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
    • Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
    • Customize desktop hardware to meet user specifications and site standards
    • Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains, and restocks assigned parts inventory to insure proper spare parts levels
    • On-site support and support for Remote sites and work-from-home computing
    • Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents
    • Emergency recovery maintenance for Desktops
    • Diagnosing & troubleshooting virus problems that can be fixed using antivirus tool deployed
    • Re-installation of the anti-virus packages corrupted or deleted by the users
    • Day to day troubleshooting activities
    • Asset lifecycle management, asset tracking, and end-of-life services.
    • Perform asset management activities to ensure hardware is properly assigned to the end users
    • Vendor Management (Wherever applicable).
    • Incident, Problem, and Change Management within the EUC environment.
    • Ability to Evaluate and test new technology for feasibility and implementation within EUC Environment
    • Provide technical assistance and training to end users on computer operating systems and standard applications.
    • Provide Smart Hands support to perform basic technology management tasks that require on-site presence under instruction from such other support groups. IMACDs, Equipment changes, reboots, and power cycles. Local servers, BIOS Updates, Local storage appliances
    • Parts replacement for existing servers resulting out of hardware failure.

    Process Skills:

    • Excellent verbal and written communication skill in English language.
    • Experience in a large organization administering, operating, maintaining, and securing large-scale enterprise desktop environments.
    • Working knowledge of ITIL methodologies, such as Incident, Request & Asset management.
    • Working technical knowledge of current protocols, operating systems, and standards.
    • Ability to operate tools, components, and peripheral accessories.
    • Ability to lift equipment up to 45 lbs. Ability to maneuver into areas/spaces including underneath desks to attach/remove/verify connectors and cabling.
    • Software and Hardware Troubleshooting
    • Windows 7, Windows 10 experience
    • Microsoft Office 2007, 2013, Office 2010, Office 365 support
    • Enterprise Backup Software
    • Knowledge of all software applications used within the organization
    • Able to operate effectively in a team environment with both technical and non-technical team members
    • Able to operate with minimal supervision
    • Able to manage time effectively, set priorities appropriately, schedule call
    • Able to operate within customer standard operating procedures.
    • Working knowledge of SCCM, AD modern technology7/2010 & 2016 and remote-control tools.
    • Good knowledge on enclosure cabling and troubleshooting.
    • Good knowledge on ethernet & fiber channel connectivity issues.
    • Network cabling and patching knowledge and experience.
    • Good knowledge servers raking and de-raking.

    Behavioral Skills:

    • Professional image and grooming
    • Self-confidence and interpersonal skills
    • Analytical and problem-solving skills
    • Strong listening skills.

    Qualification and Experience:

    • College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
    • Industry certifications preferred; this can include Hardware certification / A+ / N + / CCNA.

    Thanks & Regards

    Shanti Kumari

    Lead Technical Recruiter

    InfiCare Technologies| 22375 Broderick Drive #225 Dulles VA 20166 |

    Phone: Ext 481 |


    Staffing Services since 2001 MBE Certified

    *Recipient of Annual si100 Award*

    The annual si100 award is given to companies "which display the characteristics of long-term visibility, sustained growth, business focus, profitability and customer and employee value-creation. The esteemed list consists of companies that have made a mark in their area of expertise."