Desktop PPD L1

L1

Key responsibilities:

• Manage user incidents routed from the Service Desk, or escalate where appropriate, ensuring high quality support and timely response
• Provide an efficient and effective support service to on site and remote users
• Load and install preconfigured images on PCs and troubleshoot failures
• Deploying desktops and laptops, monitors and other equipment and software to end users at Micron
• Replacement and upgrade of consumer replaceable parts (ie hard drives, memory, graphic cards)
• Troubleshooting basic network issues, activating ports, VPN connections, basic configurations on switches.
• Troubleshooting hardware and accessories issues (ie desktops, laptops, monitors, keyboard/mice, printers, mobile devices, A/V equipment).
• PC equipment moves throughout our main site and off-site locations
• Basic Active Directory administration (ie add and remove objects)
• Creating static IP addresses for users and machines
• Domain and other trust issue support on the client side
• Manually entering in badge info UniFLOW Printer Server for secure printing and other basic copier support
• Perform other duties and projects as assigned

Role requirements:

• Assist on a diverse range of support issues requiring ability to identify, evaluate and resolve issues
• Proactive and self-motivated approach, able to work independently or with team members
• Team oriented - able to work in, and contribute to, cross functional teams
• Strong time management skills, ability to prioritize and organize a demanding workload and adapt as needed
• Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
• Excellent communication skills (both written and verbal). Ability to relate with users and explain technical issues in a simple manner
• Able to learn new applications and become familiar with new hardware quickly, committed to keeping knowledge and skills up to date

Education and Experience:

• 2+ years providing end-user technical support preferred
• A+ Certification preferred
• Working knowledge of the following technologies:
• Active Directory
• Windows XP, 7, and 10
• Knowledge of anti-virus / anti-malware programs
• Microsoft Office suite
• Building / imaging computers
• Wiring / Cabling
• Network technologies
• Installation and support of wide range of peripherals