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Desktop Support Technician

Salary undisclosed

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Responsibilities:

  • Manage Desktop Devices (hardware, software, and connectivity) incidents through to resolution.
  • Manage IMAC and desk-side support services.
  • Manage hard and soft break-fix services for laptops and desktops.
  • Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
  • Support, Manage, Optimize, and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by the vendor.
  • Analyze Service Desk calls for Desktop Devices and incident data to identify and advice customers of any potential user training requirement and automation.
  • Ensure that each Desktop Device is installed with the appropriate Desktop image.
  • Manage Desktop Devices (hardware and software) incidents through to resolution.
  • Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
  • Provide VIP support for Deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is unavailable like for MI calls.

Requirements:

  • Knowledge and experience with Windows 7 OS
  • Good to have – knowledge in AD and smart hands and feet support.
  • Good to have – knowledge and experience in supporting MAC devices and tablets
  • Experience with Service management tools e.g Service now
  • Should have good expertise in EUC tools, remote support tools, MS Office, and Outlook.
  • Preferable to have a good understanding of Lynx, VPN, and mobile device support.
  • Should be aware of ITIL process of Incident, Change, Problem, Service Request, and related activities like spare and buffer stock management

Education:

  • Associate degree (A.A.) or equivalent from a three-year College or technical school with an emphasis in electronics required;
  • Bachelor's Degree preferred.