Desktop Support/End User Computing

Role & Responsibilities: Provide onsite support as per site categorization to provide operational and technical support Troubleshoot & Resolve Incidents and Problems associated with EUC Equipment and Software, and provide break/fix support, advice, and assistance to Authorized Users Basic IT hardware trouble shooting skills with Windows XP/7/10 OS imaging and troubleshooting skills MS Office and outlook trouble shooting and Basic networking skills MSI & Service Provider Onsite Tech Support will manage the required touch support services including IMACs Video Conferencing/Projector/Printer basicstroubleshooting Perform support for application certifications and deployment for endpoint software. Coordinate with third party as necessary to keep Equipment and Software in good working order. PC Asset Support: Add, Move, Change, Update, Reassign of MSI owned devices(renamed from: Install, move, add, change/refresh (IMAC) of MSI owned devices) Manage hard and soft break fix services for laptops and desktops. Laptop and Desktop support admin with PC cycle and IMACD experience Including the inventory management of new and redeployable assets. Asset management(Asset tagging or scanning, updating the Asset database with all changes performed or reported to maintain up to date and valid data in the MSI CMDB) PCconfiguration of new and redeploying (used) PCs in inventory. Including domain joins, copying/reloading of data, profile creation, adding printers, network& wireless configuration, reinstallation of software, applying patches, post installation validations of all activities, end user training of any new hardware/software/ etc. Monitoring users and assets with legal holds and following MSI policy for disposition and notification to users of legal holds. Data wipe and recycle of retired PCs following MSI disposal procedures and legal hold guidelines Provide IT training to New Hires. IT training includes standard PC set up items such as bitlocker passwords, chrome profiles, gmail set up, google 2-step authentication, okta authentication. PC break/fix support. Assist with hardware warranty support, if there is anagreement in place with the manufacturer (HP, etc.), be the user's advocate inopening a ticket and arranging an appointment to have parts repaired or replaced. Applicationinstallation, support, user assistance (MSI standards such as Google suite (CHROME, CALENDAR, DOCS, DRIVE, GMAIL, HANGOUTS, SHEETS, SLIDES), okta, vpn,dialpad, Adobe, Microsoft, iprocurement) Provide Loaner PC during repair or when new PC not in inventory. Wiping and re-imagingbetween users and backing up/copying end user data when necessary. Support, Manage, Optimize and Maintain the configuration and installation of theDesktop, to include, but not limited to, patch updates, hardware replacements,with spares provided by vendor. Chrome box support (Conference rooms, personal offices,) equipment setup and configuration,repair, maintenance, and replacement. Coordination with Facilities serviceswhere required Provide hardware and software support for remoteusers including shipping (and receiving) of equipment, or scheduling of 3rdparty vendor support when necessary.