Accountabilities:
- Provide desktop support to end-users, including troubleshooting hardware and software issues, installing and configuring desktop systems, and resolving connectivity issues.
- Respond to help desk tickets and service requests promptly, escalating issues as needed and ensuring timely resolution within defined SLAs.
- Perform hardware maintenance tasks, including installing, upgrading, and repairing desktop computers, laptops, printers, and other peripherals.
- Install, configure, and update software applications on desktop systems, ensuring compatibility and compliance with organizational policies.
- Provide user training and education on desktop applications, tools, and best practices to enhance end-user productivity and proficiency.
- Document technical solutions, troubleshooting steps, and user interactions accurately and comprehensively in help desk ticketing systems or knowledge bases for future reference.
- Implement and enforce desktop security measures, including antivirus software updates, system patches, and user access controls, to protect against security threats and vulnerabilities.
- Maintain accurate inventory records of desktop hardware, software licenses, and peripherals, tracking asset movements, deployments, and retirements.
- Provide remote desktop support to off-site users, using remote access tools and techniques to troubleshoot and resolve technical issues efficiently.
- Offer hands-on assistance and guidance to end-users, including setting up new workstations, configuring email accounts, and resolving user account issues.
Skills
Qualifications:
- 5+ years of experience in a similar role.
- Strong technical knowledge and troubleshooting skills in desktop hardware, operating systems (e.g., Windows, macOS), software applications, and peripherals.
- Excellent customer service skills to provide courteous and effective support to end-users, addressing their technical issues promptly and professionally.
- Proficient problem-solving abilities to diagnose and resolve desktop-related issues efficiently, both hardware and software.
- Clear and concise communication skills, both verbal and written, to interact with end-users and document technical solutions effectively.
- Strong attention to detail to accurately identify and document technical issues, solutions, and user requirements.
- Ability to prioritize tasks, manage workload, and meet service level agreements (SLAs) and deadlines effectively.
- Flexibility to adapt to changing technologies, user needs, and work environments, staying updated with industry trends and best practices.
- Collaboration and teamwork skills to work effectively with other IT team members and departments to address escalated issues and implement solutions.
Certifications:
Mandatory certifications requirements:
• CompTIA A+ Certified.
• ITIL V3 Foundation Certified.
• MOS 2016 Certified
• MCSE Certified
Academic Qualification