Desktop Support Administrator (WPS)

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.
• Minimum 2 years of Experience which includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment, especially focusing on iOS and Macintosh (including but not limited to PC, terminals, printers, and scanners) to ensure optimal workstation performance.
• Years of experience needed : 0 – 2 years.

Technical Skills:

• Strong expertise on all MAC and iOS domains
• Install, upgrade, support and troubleshoot, Windows 7, Windows 10, other OS and Microsoft Office 2013 and any other authorized 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.
• Vendor Management (Wherever applicable).
• Incident, Problem, and Change Management within the EUC environment.
• 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 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
• Parts replacement for existing servers resulting out of hardware failure.

Management 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.
• 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 7, Windows 10 experience
• Microsoft Office 2007, 2013Office 2010 support
• Enterprise Backup Software
• 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 call.
• Able to operate within customer standard operating procedures.
• Working knowledge of SCCM, AD modern technology7/2010 & 2016 and remote-control tools.
• Knowledge in Office 365.
• Good knowledge on Enclosure cabling and troubleshooting.
• Good knowledge on ethernet & Fiber channel connectivity issues.
• Network Cabling and Patching Knowledge.
• Good knowledge servers raking and de-raking.

Behavioral Skills:

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

Qualification:

• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.

Certification:

• Industry certifications, this can include CCNA or any Hardware certification.