Description

Lead desktop support operations and resolve complex hardware and software issues within a multi-layered client-server environment.

Responsibilities

• Resolve technical tickets independently within agreed SLAs and perform root cause analysis for escalated issues.
• Manage desktop connectivity across file, email, application servers, and validation systems.
• Collaborate with laboratory technicians to install and maintain software.
• Drive value-add activities including knowledge base management, training new hires, and coaching analysts.
• Maintain high customer satisfaction through first-call resolution and minimizing reopened cases.

Required Skills

• 5+ years of experience in desktop support and technical troubleshooting.
• Expertise in diagnosing complex hardware and software problems.
• Proficiency with JAMF, Microsoft SCCM, and Microsoft Intune.
• Strong knowledge of Active Directory and Change Management processes.
• Solid understanding of networking protocols including TCP/IP and Ethernet.
• Experience managing mobile devices, wireless communication, anti-virus, and anti-spam security.
• Hands-on experience with FileVault Disk Encryption.
• Ability to liaise with multiple vendors, partners, and internal teams.
• Exceptional documentation and interpersonal communication skills.

Preferred Skills

• Experience supporting diverse computer platforms in a client-server environment.

Key Skills

Education

Any Graduate