Description

You provide first-line technical support and deskside assistance for hardware and software issues.

Responsibilities

• Troubleshoot desktop and laptop hardware, Windows and Mac operating systems, and M365 applications.
• Resolve connectivity issues involving network, printers, shared drives, and unified communication tools like Teams and Zoom.
• Manage the deployment of standard images to devices using Endpoint Manager/Intune.
• Own the end-to-end incident lifecycle by logging all calls in ServiceNow (SNOW) and meeting defined SLAs.
• Perform hardware tasks including pre-building PCs and managing Windows 10/11 migrations and user profiles.

Required Skills

• 5+ years of experience in desktop and deskside support.
• Proficiency troubleshooting Windows (10 and 11) and Mac operating systems.
• Experience managing O365/M365 applications and user profiles.
• Hands-on experience with device deployment via Endpoint Manager or Intune.
• Ability to resolve network connectivity and peripheral issues including printers and shared drives.
• Experience using ServiceNow (SNOW) or similar ticketing systems to manage incidents and tasks.
• Knowledge of Azure AD and IT infrastructure tools.

Preferred Skills

• Familiarity with meeting room equipment and collaboration tool maintenance.
• Experience coaching junior analysts or training new staff.

Key Skills

Education

Any Graduate