Job Title: Desktop Support
Duration: Contract
Location: Allen, TX (Onsite)
Job Description:
Key Responsibilities:
- Support users’ issues related to hardware, software and ensure that it is resolved on priority.
- Support onboarding and offboarding of users within defined timelines, IT support during catastrophic events.
- Configure and Support all End User Devices which includes OS settings, system drivers, encryption, authentication, VPN, and other Access Management software is configured in accordance with Client Policies, Standards, and Guidelines.
- Perform all imaging of End User Devices(laptops) using the latest Image version which includes image testing and management.
- Configure and Support conference Devices that reside in conference rooms at Client Locations and provide Support to End Users during team meetings.
- Support all peripherals connected to End User Devices.
- Performed Mobile device configuration.
- Communicates clearly and succinctly both written and orally, have strong leadership skills and presents products and ideas in a business-like manner.
- Respond to all incoming technical enquiries (telephone, email, and ticket) in a professional, prompt and efficient manner to ensure total customer satisfaction.
- Performed administrative and engineering functions found in the service design and provided escalation support for problem management.
- Submit warranty parts requests, where applicable, to the vendor support team.
- Managed and prioritised incoming emails, tickets and calls in order of urgency and responded accordingly.
- Performing IMAC requests (Install, Move, Add, Change and Remove).
- Performed asset management, stockkeeping, and site documentation.
- Remotely troubleshoot and diagnose issues to increase productivity, and efficiency, reduce travel costs and fast resolution of technical problems.
- Worked with vendors, clients, carriers, and technical staff and perform other duties as assigned.
- Provided logistical support to local IT facilities, guiding, and maintaining software and
hardware device implementation, and testing.
- Understanding of operational KPI’s and SLA’s
- Capability on following tools would be preferred:
- Autopilot, Windows 10 Pro/11 with Zscaler, Intune, CrowdStrike, Ivanti, CheckPoint VPN and Office 365
Key Personal Attributes:
• Able to Manage escalations
• Ability to handle pressure and a natural go getter
• Drive process performance to achieve and exceed SLA deliverables
• To create a conducive and stimulating environment for the teams to accomplish their goals
• Should have a good knowledge of MIS and reporting activities stressing over backend
• Should be able to handle client interaction (on calls or in person)
• Should have excellent problem-solving capabilities and lateral thinking skills
