Description

Respond and resolve IT related issues over the phone and tickets

• Installation of operating system and user applications

• Troubleshoot hardware and software issues

• Configure, maintain, and troubleshoot printers of all types including laser, thermal, and impact

• Developing, documenting, and maintaining deskside operations and administration procedures in the Policies and Procedures Manual.

• Providing additional resources, as needed, during Critical Situations.

• Effectively managing number of Deskside Services resources to ensure appropriate levels of staffing for each Location.

• Maintaining and providing Escalation contact list(s) for Deskside Services (including Third Party Suppliers).

• Maintaining a continuous improvement program that improves Deskside Services delivery and reduces the overall number of Escalated Incidents.

• Identifying solutions that minimize the need to Escalate to Deskside Services (e.g., additional Authorized End User training, Self-Help support opportunities, self-healing opportunities, automation scripts, RCA). 

• Providing continuous improvement and innovation for better Authorized End User experience, (i.e. automation scripts, knowledge base articles, how-to instructions, etc.).

• Participating in compliance activities including corporate audit, security risk assessment, and vulnerability remediation.

• Managing any Service Requests (e.g., desktop, mobile) which require local interaction at the supported Locations.

• Ability to prioritize tasks and to delegate them when appropriate.

• Ability to explain technical issues to technical and nontechnical employees and customers.

• Resolve Incidents and Problems associated with EUC Equipment and EUC Software, and provide break/fix support Essential Skills: Deskside Support, Deskside Services, Operating System (OS), Troubleshooting, Remote Desktop Support, Hardware and Software Installation, Windows 11, Hardware Refresh

Key Skills

Education

Bachelor's degree