Desktop Support Technician

Responsibilities

• Provide customer-facing end-user support that includes.
• Break-fix support for laptops, desktops, tablets, and associated hardware peripherals.
• IMAC support, including large-scale / bulk office moves / re-stack activities (all moves).
• Support for Operating System, Windows and MAC, MS Office suite, and other business applications.
• Proficient in imaging devices using SCCM or Intune.
• Access related issues with smart card, password, and security, application configuration and troubleshooting, and general inquiries.
• Support for the Mobility devices (IOS / iPhone / IPads).
• VIP and home-based office (HBO) user support.
• Manage the ticket queue in ServiceNow system and ensure they are resolved and closed within the defined service level maintenance.
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for the provision of end-user support (e.g. Hardware Vendor technicians for warranty repair / replacement).
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT / AV contacts and stand-by support.

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