Description

You will manage the full lifecycle of desktop hardware, software, and connectivity incidents for a distributed workforce.

Responsibilities

• Resolve hardware, software, and connectivity incidents, including break-fix services for laptops and desktops.
• Manage IMAC and deskside support services, including VIP support and site-level IT point of contact duties.
• Maintain desktop configurations through patch updates, hardware replacements, and standard image deployments.
• Monitor security profiles and anti-virus compliance across all desktop devices.
• Analyze Service Desk data to identify user training needs and opportunities for automation.

Required Skills

• 5+ years of experience in desktop engineering or technical support.
• Proficiency with Windows 7 OS.
• Experience using ServiceNow or similar service management tools.
• Expertise with EUC tools and remote support tools.
• Strong knowledge of MS Office and Outlook.
• Understanding of ITIL processes including Incident, Change, Problem, and Service Request management.
• Experience with spare and buffer stock management.

Preferred Skills

• Knowledge of Active Directory (AD) and smart hands/feet support.
• Experience supporting MAC devices and tablets.
• Understanding of Lync, VPN, and mobile device support.

Key Skills

Education

Any Graduate