Desktop EUC L1

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC (Install, Move, Add, Change) and desk-side support services.
• Manage hard and soft break-fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (field users) devices for their entire lifecycle, including remote management using appropriate tools.
• Support, manage, optimize, and maintain the configuration and installation of desktops, including patch updates and hardware replacements with vendor-provided spares.
• Analyze Service Desk calls for desktop devices and incident data to identify and advise customers of potential user training requirements and automation opportunities.
• Ensure each desktop device is installed with the appropriate desktop image.
• Monitor security profiles and anti-virus software on all desktop devices and take appropriate action in the event of non-compliance with security requirements.
• Provide VIP support for desk-side issues per contract and act as the point of contact at the site for all IT-related issues if no other IT support team is available (e.g., for MI calls).

Requirements

• Knowledge and experience with Windows 7 OS.
• Good to have: knowledge of Active Directory (AD) and smart hands-and-feet support.
• Good to have: knowledge and experience supporting Mac devices and tablets.
• Experience with Service Management tools (e.g., ServiceNow).
• Strong expertise in EUC tools, remote support tools, MS Office, and Outlook.
• Understanding of Lync, VPN, and mobile device support is preferable.
• Awareness of ITIL processes for Incident, Change, Problem, Service Request, and related activities such as spare and buffer stock management.
• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics required; Bachelor’s degree preferred.