Desktop Support
Who We Are Looking For:
- Ability to apply proper judgment while following escalation workflows and determining issues that require escalation.
- Escalate technical problems to the appropriate IT teams when necessary.
- Learn, support, and troubleshoot software and hardware used throughout the organization.
- Prioritize and process hardware & software requests for end-users.
- Build and configure workstations including:
- Software installation and upgrades
- System configurations and application deployment
- Ensure compliance with Corporate and Divisional Security Policies at all times.
- Awareness of Corporate HR policy , especially regarding technology and device usage.
- Strong troubleshooting skills in:
- Technical Support (Level 1 / Level 2)
- Hardware & Peripheral Support
- Network connectivity issues
- Imaging and system deployment
- VLAN, MDM, Intune, Windows 11 setup
- ServiceNow ticket management
- Willingness to work in a fast-paced service desk environment and adapt by wearing multiple hats.
Top Required Skills:
- Technical Support
- Hardware & Software Support
- Troubleshooting & Imaging
- Network Support / Network Troubleshooting
- VLAN Configuration
- Intune / MDM Device Management
- Windows 11
- ServiceNow experience
Experience Level:
Intermediate Level (2–4 years preferred)
What You Will Be Responsible For:
- Provide on-site support for desktops, laptops, printers, and mobile devices.
- Respond to ServiceNow tickets and ensure timely resolution in compliance with SLAs.
- Perform workstation setup and routine maintenance for new hires and replacements.
- Assist with upgrades, patches, and deployment of approved applications.
- Maintain accurate asset and request documentation.
- Follow IT security best practices and contribute to secure system environments.
- Communicate effectively with end-users to resolve issues and provide guidance.
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