Desktop Support Administrator Level II

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.