The Desktop Support Tech is part of the IT Infrastructure team and will be responsible for defining, developing, and implementing end user device solutions for client users. Responsible for understanding, capturing and documenting the end user device requirements of the various user populations; researching, evaluating, testing and developing business cases for appropriate end user device solutions, configurations. Will determine, document, deploy and maintain end user device standards, deployment and management policies, methodologies, procedures and tools.
Provides 1st level support to the Infrastructure team and directly to the end users as needed Responsible for timely resolution of assigned incident and change tickets within established Service Level Agreements (SLA).
Required Skills
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide end user computing solutions and support to SOS.
- Design, test, deploy, and support a standardized desktop and laptop image consisting of the operating system and all supported applications
- Installs, maintains, and supports a variety of printers and scanners and other peripheral devices
- Work in collaboration with the all IT teams and the SOS users to establish the requirements for building, deploying and maintain effective, reliable and secure end user device solutions.
- Research and understand the technologies, industry standards and best practices for effective, reliable and secure end user devices as well as the solutions for deploying, managing and supporting them.
- Ensure that solutions and service provided meets and/or exceeds established standards.
- Establish and maintain procedures for the configuration and deployment of all personal computers and peripherals
- Identify and organize day-to-day operation and maintenance tasks to ensure a secure a reliable computing environment
- Document standards and procedures for end user device technology; including computer software and hardware, documentation, and databases within IT and other business departments where applicable
- Ensure desktop security, including data integrity, file encryption and related hardware/software is in compliance with company policies
- Document and manage the change management procedures for all desktop or infrastructure changes that are performed by the team
- Project manage initiatives related to developing end user device solutions (Quick Wins)
- Assist in maintaining an up-to-date multi-year Technology and Services Roadmap/Strategy for in-scope solutions and services
Required Experience