Description

Key Responsibilities:

• Provide Level 2 Desktop Support for end-user hardware, software, and network issues.
• Perform IMACD (Install, Move, Add, Change & Dispose) activities.
• Install, configure, image, and reimage Windows desktops and laptops.
• Support Active Directory user administration and desktop software installations.
• Troubleshoot Windows OS, Microsoft Office, Outlook, printers, mobile devices, and peripheral issues.
• Coordinate workstation deployments, relocations, upgrades, and asset management.
• Manage incidents and service requests using ServiceNow.
• Maintain asset inventory and configuration records (CMDB).
• Deliver, install, and configure end-user computing devices.
• Support remote users using enterprise remote access tools.
• Follow IT documentation, knowledge articles, and ESD safety standards.
• Coordinate IMAC activities with internal teams and third-party vendors.
• Ensure minimal business disruption during installations, moves, and upgrades.
• Provide exceptional customer service and maintain high user satisfaction.

Key Requirements and Technology Experience: 

• Minimum 3 years of Desktop Support/IT Support experience
• A+ Hardware Certification (Preferred)
• Microsoft Certification (Preferred)
• ITIL Foundation (Preferred)
• CCNA (Preferred)
• Technical Skills
• Windows 10/11, Microsoft Office, Microsoft 365 (O365)
• Mac OS (Preferred)
• Active Directory & Group Policy (GPO)
• SCCM, Ghost or other Imaging Tools
• ServiceNow (Incident, Service Request, Asset & Configuration Management)
• Remote Desktop Support Tools
• Microsoft Outlook & Exchange Configuration
• Printer, Mobile Device & Network Troubleshooting
• Hardware Support
• Desktop & Laptop PCs
• Windows & Apple Tablets
• Network & Local Printers
• Smartphones (iPhone & Android)
• Desk Phones
• Video Conference Room Devices (Audio/Video)
• Strong troubleshooting and problem-solving skills
• Experience with Windows imaging and deployment
• Knowledge of Microsoft Active Directory & SCCM
• Enterprise printer support experience
• Excellent verbal and written communication skills
• Strong customer service orientation
• Ability to document technical procedures and resolutions
• Experience supporting enterprise desktop environments
• Willingness to provide on-call support outside business hours.
• Ability to travel to nearby sites when required.
• Ability to lift and move equipment up to 50 lbs.
• Experience with asset inventory and lifecycle management.
• Ability to disconnect/reconnect workstations, phones, and peripherals.
• Experience supporting wireless/mobile devices (iPhone, Android, Tablets).
• Mac OS support
• Microsoft Server knowledge (2008/2012 and above)
• Hard drive encryption support
• Video Conferencing Room Support
• ITIL-based service management experience

Key Skills

Education

Any Graduate