Desktop EUC L1

Responsibilities

• Support the client environment and assist customers with technical issues.
• Provide onsite and desk-side support services to end users and special devices.
• Troubleshoot PC-related problems at the direction of client-level or Subject Matter Experts (SPOCs).
• Complete service events and requests within Service Level Agreements (SLAs) in a pressurized environment.
• Build, configure, and troubleshoot installations of “Gold” or instructed images on customer PCs and laptops, including applications and hardware components.
• Ensure that service events are updated on a daily basis.
• Support meeting room environments and video conferencing systems.
• Support printers, scanners, and other peripherals.
• Support mobile devices such as iPads, iPhones, and Android devices.
• Perform end-user data backup and restoration when required during a service event.

Requirements

• Experience using a call logging system.
• Good working knowledge of Windows 7/10 and related Office applications.
• Support experience with MACs is beneficial.
• Knowledge of mobile devices, particularly Androids and iPhones.
• Working knowledge of current and legacy hardware platforms.
• Experience with building, configuring, replacing, and troubleshooting PC and laptop hardware components.
• Familiarity with Microsoft PATCH MANAGEMENT.
• Ability to replace defective parts, as identified by the client.