Description

You manage desktop hardware, software, and connectivity incidents through resolution, handling IMAC services and break-fix repairs for laptops and desktops. You maintain the full lifecycle of desktop devices, including remote management, image installation, patch updates, and hardware replacements using vendor-provided spares. You analyze service desk data to identify user training needs and automation opportunities. You monitor security profiles and antivirus compliance on all devices. You provide VIP desk-side support and serve as the primary on-site IT contact when other support teams are unavailable.

Responsibilities

• Manage desktop hardware and software incidents through to final resolution.
• Perform IMAC services and hard/soft break-fix repairs for laptops and desktops.
• Install and maintain approved operating systems, office applications, and desktop images.
• Monitor security profiles and antivirus software to ensure compliance.
• Provide VIP desk-side support and act as the on-site IT point of contact.

Required Skills

• 5+ years of experience in desktop support or related field.
• Expertise in Windows 7 OS and MS Office/Outlook.
• Knowledge of Active Directory (AD) and smart hands support.
• Experience with ITIL processes: Incident, Change, Problem, and Service Request.
• Familiarity with Service Management tools, such as ServiceNow.
• Proficiency with EUC tools and remote support utilities.

Preferred Skills

• Experience supporting MAC devices and tablets.
• Understanding of Lync, VPN, and mobile device support.

Key Skills

Education

Any Graduate