Job 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 (operating systems and standard office applications) support and maintenance on desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
Support, Manage, Optimize and Maintain the configuration and installation of the desktop to include, but not limited to, patch updates and hardware replacements, with spares provided by the vendor.
Analyze Service Desk calls for Desktop Devices and incident data to identify and advise customers of any potential user training requirements and automation.
Ensure that each Desktop Device is installed with the appropriate Desktop image.
Manage desktop device (hardware and software) incidents through to resolution.
Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT-related issues if no other IT support team unavailable like for MI calls.
Requirements:
Good to have - knowledge in AD and smart hands and feet support.
Good to have - knowledge and experience of supporting MAC devices and tablets
Experience with Service management tool - ex - Service now
Should have good expertise on EUC tools, remote support tools, MS office and outlook.
It is preferable to have a good understanding of Lync, VPN, and mobile device support.
Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management
Associate degree (A.A.) or equivalent from three-year College or technical school with an emphasis in electronics required; Bachelor's Degree preferred.
Mandatory Skills
Desktop/End-User Support/Break-fix/Desk-side/Basic Networking Skills/Windows, macOS, Hardware Troubleshooting (Laptops, Printers, Mobile Devices), IT Service Desk/Incident Management, Network & Compute Support, Software Installation & Upgrades, ITIL/IMAC
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 80183523
- Position Id: 916e271e2f018cdc4ac6921729c8d69
- Posted 10 days ago
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