IT User Support needs Level 1 & Level 2 Desktop Support

IT User Support requires:

• Ø Level 1 & Level 2 Desktop Support
• Ø ITSM Ticketing Tools
• Ø Hardware - Desktop & Laptop troubleshooting
• Ø OS - Windows, MAC, and Mobile OS
• Ø SCCM/MECM
• Ø Virtualization (Citrix, VMWare)
• Ø Microsoft 365 administration
• Ø Mobile Device Management
• Ø VPN, RSAT, Diagnostic Tools

IT User Support duties:

• Ø Perform configuration/installation and troubleshooting of PC hardware including laptops, VDI, desktops, tablets/iPads, printers, messaging and mobile devices, and MIFI
• Ø Install, configure, and troubleshoot Windows operating systems, MacOS, Microsoft Office Suite   other applications.
• Ø Provide incident & problem summaries, status reports, and project status as required
• Ø Comply with and support ITIL change-incident-problem-asset management processes and work instructions
• Ø Coordinate with 2nd and 3rd tier teams to ensure timely resolution of complex end user technology issues and incidents to ensure meeting agreed upon service levels
• Ø Maintain highly accurate inventory records
• Ø Provide end user training and knowledge documentation
• Ø Deploy, procure, and collect desktop equipment from end users
• Ø Provide high level on-site call center support
• Ø Provides day-to-day technical support to employees for a range of hardware and software related systems.
• Ø Under moderate supervision, this job responds to problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
• Ø Provide a high level of customer service while working in a dynamic complex environment under limited supervision and direction. Provide second level end-user PC support for staffed locations and remote offices.
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