Description

You will manage end-user hardware and software support, ensuring service delivery meets KPIs and SLAs.

This role is hybrid.

Responsibilities

• Troubleshoot, repair, and support desktops, laptops, Macs, printers, scanners, routers, switches, and mobile devices.
• Image, install, and maintain software across all workstation types.
• Monitor and report on KPIs, SLAs, and operational data for management review.
• Coordinate with vendors on break/fix issues and assist in remediating production incidents.
• Execute service delivery plans and support management in implementing standardized processes.

Required Skills

• 5+ years of technology service delivery experience in a corporate, high-availability environment.
• Deep knowledge of Microsoft Operating Systems (XP, 7) and Microsoft Office Suite.
• Proficiency with Active Directory, DHCP, DNS, and Group Policy Objects (GPOs).
• Strong understanding of Networking fundamentals, including TCP/IP and DNS.
• Experience with Citrix environments.
• Ability to gather data and compile reports on service metrics.
• Excellent written and oral communication skills.

Preferred Skills

• Experience with CA Desktop and Server Manager or CA Service Desk.
• ITIL v3 Foundation or Six Sigma Certification.

Key Skills

Education

Bachelor's degree