Desktop Support Administrator

Job Description:

• The Desktop Support Administrator role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment with Minimum 2 years of Experience which includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, Laptops, monitors, printers, and related peripherals) to ensure optimal workstation performance.

Technical Skills:

• Install, upgrade, support and troubleshoot, Windows 10, other OS and Microsoft Office 365 and any other authorized/standard desktop applications
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
• Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Performs work in compliance within specified warranty requirements
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
• On-site support and support for Remote sites and work-from-home computing
• Diagnosing, verifying, recording and reporting downtime and providing immediate notification for all incidents
• Emergency recovery maintenance for Desktops
• Diagnosing & troubleshooting virus problems that can be fixed using antivirus tool deployed
• Re-installation of the anti-virus packages corrupted or deleted by the users
• Day to day troubleshooting activities
• Asset lifecycle management, asset tracking, and end-of-life services.
• Perform asset management activities to ensure hardware is properly assigned to the end users and tracked/updated in the Inventory Management System
• Incident, Problem, and Change Management within the EUC environment.
• Setup, configuration, and testing of standard equipment for new hires
• Preparing and shipping equipment to be sent to new hires or as needed for support of work from home colleagues.
• Technology reclaim process. Reclaiming equipment from separated colleagues. This includes shipping materials and prepaid shipping labels to separated colleagues to facilitate the return of company equipment.
• Ability to Evaluate and test new technology for feasibility and implementation within EUC Environment
• Provide technical assistance and training to end users on computer operating systems and standard applications.
• Provide “Day One” focused support and assistance for new hire colleagues,
• Provide Smart-Hands support to perform basic technology management tasks that require on-site presence under instruction from such other support groups. IMACDs, Equipment changes, reboots and power cycles. Local servers, BIOS Updates, Local storage appliances, Network devices (Ethernet switches, Wireless Access Points)
• Parts replacement for existing servers resulting out of hardware failure.
• Project execution/implementation such as Desktop PC or Laptop Refresh or similar as requested.

Process Skills:

• Excellent verbal and written communication skill in English Languages.
• Experience in a large organization administering, operating, maintaining and securing large-scale enterprise desktop environments.
• Proven Customer Service excellence.
• Working knowledge of ITIL methodologies, such as Incident , Request & Asset management.
• Working technical knowledge of current protocols, operating systems and standards.
• Ability to operate tools, components and peripheral accessories.
• Software and Hardware Troubleshooting
• Windows 10 experience
• Windows Autopilot experience
• Microsoft Intune administration experience
• Microsoft Office 365 support
• Working knowledge of Enterprise Cloud Backup solutions (Microsoft OneDrive)
• Knowledge of all software applications used within the organization
• Effective communication (both verbal and written) skills.
• Able to operate effectively in a team environment with both technical and non-technical team members
• Able to operate with minimal supervision
• Able to manage time effectively, set priorities appropriately, schedule calls/meetings
• Able to operate within customer standard operating procedures
• Working knowledge of SCCM, AD modern technology7/2010 & 2016 and remote-control tools.
• Good knowledge on Enclosure cabling and troubleshooting.
• Good knowledge on Ethernet & Fiber channel connectivity issues.
• Network Cabling and Patching experience.
• Good knowledge and experience with racking and de-racking of Servers.
• On-Call responsibilities – responding to after-hours alerts/pages for critical outages

Behavioral Skills:

• Professional appearance, image, and grooming
• Self-confidence and interpersonal skills
• Analytical and problem-solving skills
• Strong listening skills.
• Strong customer service skills.

Qualification:

• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience. Industry certifications, this can include CCNA, A+, or any similar Hardware support certification .