This role will support Windows / Mac OS, and O365 related apps, as well as “End-user computing” tools and infrastructure products. This technical role will maintain daily activities as a Level 2-3 analyst resolving issues and providing support for requests, projects, and enhancements.
Position Responsibilities:
•Provide advanced level 2-3 support for Desktop & Helpdesk escalations.
•Provide back up support for Windows 7, 10, 11 image creation and software application support.
•Desktop software deployment using EPM/ISM tools.
•Integration support between EPM and ISM tools.
•Support for providing temporary and permanent admin services to the user for their desktop/laptop.
•Support for the Systems Management Services & tools.
•Overall management of the EPM tool.
Required Technical Skills:
•Experience with Windows imaging tools – sysprep, DISM, Imagex, Microsoft Deployment Toolkit.
•Experience with Ivanti Unified Endpoint Manager (EPM), Ivanti Service Manager (ISM) or industry equivalent tool set (example MS System Center).
Preferred Technical Skills:
•Knowledge of client operating systems (Windows, MACOS, iOS, Android).
•Knowledge of Office 365 and Microsoft Azure.
•Knowledge of application installations and interoperability.
•Knowledge of complex computing environment and infrastructure.
•Experience with certification and testing methodologies.
•Experience with IT device security.
•Knowledge of networking and client server fundamentals.
•Experience entering, tracking, and resolving service calls with proper documentation.
•Effective problem solving/troubleshooting skills.
•Good judgment /analytical skills.
