Desktop Administrator

Role Description:

• 4-5 years of experience in desktop support managing laptops/desktops on Windows 7/10/11 operating systems.
• Experience in installation/upgrade of Windows 11 on laptops and desktops.
• Experience in resolving user issues related to operating systems and laptop/desktop hardware.
• Experience providing L2 support for desktops, laptops, printers, mobile devices, and peripherals.
• Experience diagnosing and troubleshooting user issues, including account setup, network configuration, and software/application issues.
• Experience performing OS installations, upgrades, patching, and driver updates.
• Experience working with EUC tools such as SCCM for endpoint patching and Intune for mobile device management.
• Experience in installation and configuration of hardware and software/applications.
• Experience using problem/ticket management systems such as ServiceNow, BMC Remedy, or Jira.
• Experience with remote support tools such as Bomgar, LogMeIn, and Microsoft Teams to troubleshoot and resolve user issues.
• Coordinate with vendors for hardware repairs and warranty services/issues.
• Familiarity with endpoint security tools, including antivirus, device encryption, and Trend Micro.
• Work closely with other functional teams on escalated issues.
• Ensure SLA compliance for tickets, escalations, and service requests.
• Excellent communication and interpersonal skills.
• Ability to work well both independently and as part of a team.
• Customer-focused attitude with a desire to deliver high-quality support.