Description

Manage desk side support operations to ensure end users can accomplish business tasks through prompt incident resolution and proactive hardware maintenance.

Responsibilities

• Receive, prioritize, document, and actively resolve end user help requests and incident tickets via phone, walk-in, and digital channels.
• Install, configure, maintain, upgrade, and troubleshoot hardware and software across multiple workstation and mobile operating systems.
• Image new systems using automated technologies, update drivers and patches, and manage asset inventory records.
• Deploy and maintain smartphone fleets, manage loaner devices, and support off-site contractors with hardware maintenance.
• Escalate tier 2 and 3 issues to appropriate teams and assist with acquired company integration efforts.

Required Skills

• 5+ years of experience in Help Desk or Desk Side Support positions.
• Technical proficiency with DSS, Multiple Workstation OS (Windows, Mac), and Multiple Mobile OS (Android, iOS).
• Hands-on experience with Networking, Printing Services, and basic IT infrastructure support.
• Working knowledge of ITSM tools and procedures for logging, tracking, and routing issues.
• Bachelor Degree in Computer Science, Engineering, or a related field.

Preferred Skills

• Experience with Active Directory, Group Policies, SCCM, IIS, or scripting.
• Familiarity with computer cabling, VoIP, digital/analog telephony, and office technologies.

Key Skills

Education

Bachelor Degree