Desktop EUC L1

Job Responsibilities:

• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
• Perform Break Fix, desk-side support, IMACD's, Data Migration, Refreshes, etc.
• Perform onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identifies potential issues that could adversely impact end-user experience and follows through on action steps to prevent them.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g., hardware vendor technicians for warranty repair/replacement)
• Perform end-user support-related security and controls and compliance-related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis
• Provide hand and feet support for network data and voice devices.
• Support mainly Windows PCs, but also printers, Mobiles, IP phones, etc.
• Should have experience in Win11, MS AD, SCCM, SNOW, MS Office, remote support, and network printing.
• Experience as a field engineer with at least 3-5 years.

Mandatory Skills

End-User/Desktop Support (Windows 10/11), IMACD, Break-Fix/Desk-Side Support, Active Directory (AD), Win11, MS AD, SCCM, SNOW, MS Office, Remote Support, Network Printing, Hardware & Peripheral Troubleshooting