Desktop Support Specialist

Responsibilities

• “Break Fix” support incorporates the IT Onsite Desktop diagnosis and repair of hardware/software by replacing faulty components or configuring replacement equipment
• OEM Vendor co-ordination for faulty or new hardware requirements
• “IMAC” is an industry term for Install, Move, Add, Change of IT equipment. Typically, this would include configuration and installation of equipment for new users, moving equipment from one location to another within a site and upgrading hardware, de-installation of software/application

“Desk Side Support” includes all types of physical assistance required at the desk of an end user to resolve IT related issues

In Scope:

• Incident Management for Endpoint Devices - Laptop/Desktop/Mobile Devices along handling hardware issues for Monitors and Printers (Best effort basis and accordingly co-ordination with OEM vendor)
• Hands and Feet support for Video Conferencing equipment and rooms, coordinate with resolver teams/OEMs for any additional support
• Co-ordination with OEM on Hardware/Software issues
• Ticket information documentation using ITSM tool.
• Perform advanced troubleshooting - technology and applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets)
• Deployment and configuration of new hire equipment (Manually and/or using automated Tools)
• Deploying and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging Autopilots, Microsoft Intune, JAMF, and other system management tools
• Hardware and software provisioning (check-in and check-out)
• Coordinate with the other IT groups to achieve the committed SLAs and deliver world-class customer service
• Articulate technical solutions to non-technical users in simple and easy to understand terms
• Occasional work to move/lift IT gear (PC’s and Laptops) and move within the site (which involves less than 4 hours of human effort per location per month) – (Ex :Movement of PC from one floor to another)
• Uplift and reimage of leaver equipment and update of asset management system/CMDB.
• Update of asset management system/CMDB according to Joiner Mover Leaver Process