Responsibilities
* Manage Desktop Devices (hardware, software, and connectivity) incidents through to resolution.
* Manage IMAC and desk side support services.
* Manage hard and soft break fix services for laptops and desktops.
* Provide standard and approved hardware and software support and maintenance on Desktop (Field Users) Devices throughout their lifecycle, including remote management using appropriate tools.
* Support, manage, optimize, and maintain the configuration and installation of desktops, including patch updates and hardware replacements with vendor-provided spares.
* Analyze Service Desk calls and incident data to identify potential user training needs and automation opportunities.
* Ensure each Desktop Device is installed with the appropriate Desktop image.
* Monitor security profiles and anti-virus software on all Desktop Devices, taking appropriate action for non-compliance.
* Provide VIP support for desk-side issues as per contract and serve as the point of contact at the site for all IT-related issues when no other IT support team is available.
Requirements
* Knowledge and experience with Windows 7 OS.
* Good to have: knowledge in Active Directory (AD) and smart hands support.
* Good to have: experience supporting MAC devices and tablets.
* Experience with service management tools, e.g., ServiceNow.
* Proficiency with EUC tools, remote support tools, MS Office, and Outlook.
* Preferable: understanding of Lync, VPN, and mobile device support.
* Awareness of ITIL processes including Incident, Change, Problem, and Service Request management, as well as spare and buffer stock management.
* Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics; Bachelor's Degree preferred.
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