Desktop Engineer L1

Key Responsibilities:

• Perform dispatch/desktop support by attending user locations for issues that cannot be resolved remotely.
• Analyze and fix errors for end-user devices in scope (Laptops, Desktops, Printers, Docking stations, peripherals, and mobile phones).
• Replace or install hardware component/device according to instructions.
• Perform regular, scheduled maintenance on the IT infrastructure (health checks).
• Swap out non-functional end-user devices with replacements and perform basic data transfer from the old device to the new one to ensure continuity
• Install and connect new hardware for users (install).
• Set up and connect new hardware for users, ensuring proper functionality.
• Install additional peripherals such as monitors or docking stations as needed.
• Dismantle and reassemble IT workstations during relocations (Move).
• Coordinate with remote teams for support escalations and keep users informed of progress.
• Modify or upgrade existing hardware configurations based on user requirements.
• Install or configure software locally when remote deployment or troubleshooting has failed.
• Perform regular system health checks.
• Ensure antivirus definitions and patches are up to date.
• Provide end users with basic training and hands-on guidance on newly installed hardware or software.

Completion & Documentation:

• Test the implemented solution with the end user and have them confirm that it is functional.
• Document the assignment (tasks performed, replacement parts used, serial numbers, time spent) in the ITSM ticket.
• Update the status of the affected asset in the CMDB/asset management database (e.g., assign new device to user, set old device to "defective").
• Close the ticket in the system or, if necessary, reassign it to another group (e.g., Remote Desk for a software adjustment).
• Conference Room Support and Other Support
• Schedule regular maintenance and check-ups on including Audio, Video media to prevent issues before they arise.
• Provide immediate support for any technical issues during meetings
• Schedule regular maintenance and check-ups to prevent issues before they arise.

Knowledge Management:

• Create and document the processes to enable IMAC execution for each software and/or equipment component and obtain client approval for such processes and documentation.
• Site-specific tribal knowledge must be documented to ensure continuity, reduce dependency on individuals, and support knowledge transfer.
• Maintain and update a list of business owners, contacts, and sites for business-specific configuration and non-standard configuration.
• Up-to-date SOPs and KB articles related to operational activities performed to deliver the service across the various support tiers.
• Documentation & license management of non-standardized/non-centralized applications or processes.

Local Printer Support:

• Installing network printers in client locations, making sure that they are connected to the network and can be used by applications.
• Maintaining a list of network printers and resources (such as electronic forms required, etc.) used by the network printers.
• In case of hardware issues, contact OEM for resolution
• Coordinating with Active Directory management groups to provide access to network printing resources.

Incident and Service Request Management:

• Upon receiving and verifying a valid Incident and Service Request, provide the necessary technical support to complete the service request or incident
• Review and provide input on the local site-specific details for the documentation.

Mandatory Skills

Desktop/End-User Support/Break-fix/Desk-side/Basic Networking Skills/Windows, macOS, Hardware Troubleshooting (Laptops, Printers, Mobile Devices), IT Service Desk/Incident Management, Network & Compute Support, Software Installation & Upgrades, ITIL/IMAC