Key Responsibilities

• Installation of operating system and user applications.
• Configure, maintain, and troubleshoot printers of all types including laser, thermal, and impact.
• Developing, documenting, and maintaining deskside operations and administration procedures in the Policies and Procedures Manual.
• Effectively managing the number of Deskside Services resources to ensure appropriate levels of staffing for each Location. 
• Maintaining and providing Escalation contact list(s) for Deskside Services (including Third Party Suppliers). 
• Identifying solutions that minimize the need to Escalate to Deskside Services.
• Providing continuous improvement and innovation for a better Authorized End User experience.
• Managing any Service Requests (e.g., desktop, mobile) which require local interaction at the supported Locations.
• Resolve Incidents and Problems associated with EUC Equipment and EUC Software, and provide break/fix support

Required Qualifications

• 8+ years of experience and knowledge in Troubleshooting software, printers, projectors, and issues over remote and over-call support to customers.
• Experience and knowledge in Troubleshooting laptop, desktop, and printer hardware issues.
• Experience in Executive and site support analysis, and evaluating computer network problems on Wi-Fi devices and network issues.
• Experience in support for installation, troubleshooting, and maintenance of software and hardware in the Warehouse centers, Printers, scanners, and other specialized systems
• High-level understanding of the Networking Concepts
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to explain technical issues to technical and non-technical employees and customers.

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