Job Description

Duties and Descriptions for the Desktop Support - Onsite L2:

• Install, configure and troubleshoot desktop systems, workstations, servers, and network issues in a heterogeneous environment.
• Provide a high level of customer service
• Support End User Technology Needs
• Provide phone and deskside support to end users across the site
• Take ownership of issue/request through resolution or escalation
• Analyze hardware and software problems, perform troubleshooting per approved procedures, identify alternative solutions and take appropriate corrective action
• Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation
• Provide day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware.
• Maintain passwords, data integrity, and file system security for the desktop/laptop environment.
• Communicate highly technical information to both technical and non-technical personnel.
• Support the implementation of new hardware and software solutions, including new acquisitions and upgrades
• Participate in or lead the development of information technology and infrastructure projects and help deploy solutions to customers.
• Conduct training programs designed to educate an organization's computer users about basic and specialized applications.
• Participate in the development, and deployment of Client-Services solutions/services to customers
• Provide support to Executives and VIP and demonstrate the capability to responsibly deal with sensitive or confidential information.
• Perform 1st line Service Desk function, as needed, that involves receiving and processing requests from customers via telephone, email, and web/online submissions.
• Manage request processing within internal and external committed SLAs. Be an expert user of key ITSM tools
• Develop IT Knowledge Base articles for user education and reduction of repeat requests from customers.
• Identify patterns of break-fix in the Client PC environment and conduct problem-management analysis to reduce defects in our environment. Develop Root-Cause-Analysis for high-impact problems and communicate with IT management and key customer executives.
• Contribute requirements to the design, testing, deployment, and support of a standardized desktop and laptop image consisting of the operating system and all supported applications
• Review and make updates to windows logon scripts, and registry keys as an expert on the Windows PC environment.
• Provide Hands & feet support for the infrastructure team as needed

IT Desktop Support - L2 Qualifications:

• Computer Degree
• A++ certification
• Communication skills
• Ability to explain technical concepts to inexperienced users
• Time management skills

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