Description

Manage desktop support operations, SLA adherence, and team productivity while providing direct technical assistance to end users.

This role is on-site.

Responsibilities

• Install, configure, and troubleshoot desktops, laptops, mobile devices, peripherals, and associated software.
• Resolve service requests and incidents within defined service level agreements, managing the ticket queue and providing status updates.
• Perform IMACDs, data migration, refreshes, health checks, and onsite configuration changes.
• Coordinate with vendors for hardware warranty repairs and with Level 3 support for service delivery enhancements.
• Ensure security compliance through access reviews, risk assessments, controls verification, and facility inspections.

Required Skills

• 5+ years of experience supporting Windows Operating Systems and MS Office in diverse technical environments.
• Proven experience with Desk Side Support, IMACDs, Data Migration, and Device Refreshes.
• Ability to install software and troubleshoot a wide range of applications, VPN, and local/network printing.
• CompTIA A+ certification or equivalent certification.
• Strong analytical thinking and problem-solving ability with excellent customer service orientation.
• Experience managing shift planning, on-call rosters, and resource productivity.
• Ability to lift up to 30lbs at waist level and travel to remote sites or clusters.

Preferred Skills

• Experience providing IT support for on-site/off-site events, meetings, and disaster recovery scenarios.

Key Skills

Education

Bachelor's degree