Technical / Functional Skills

• Basic IT hardware troubleshooting skills (Windows and Mac OS)
• Deploying Windows 10 images via USB or MECM.
• Must be knowledgeable of Windows and MAC OS deployment and configuration.
• Basic Networking troubleshooting skills.
• MS Office, Outlook, and Teams troubleshooting. 
• Basic knowledge of Service Now ticketing system.
• Basic printer troubleshooting
• Excellent communication with experience in customer service
• Knowledge on ITIL/ Incident management process. 
• Must be knowledgeable of Mobile device configuration, wiping, and backup.

 

Roles & Responsibilities

• Provide L2 Desktop and Printer support to End users
• Key process accountabilities are Incident Management, Service Request Fulfillment, Knowledge Management and Continual Service Improvement.
• Smart-Hands support where resolutions cannot be made remotely 
• Driver testing for laptop/desktops & PC/workstation patching remediation
• Responds to incoming EUC incidents and requests in a professional manner and with a sense of urgency
• Can work in a fast-paced environment with priority changes
• Resolves incidents within the defined SLA’s 
• PC Asset Management. 
• Can work effectively independently and collaborate with other team members
• Provide L2 problem determination and resolution for standard (OEM) 
• Equipment and standard Software listed in equipment and software list associated with the service description.
• Also support systems software, utility software, and third-party Services for specific desktop application issues with the Applications. 
• Mobile devices management & MECM exposure
• Can create technical documentation and guides for end user community