Desktop Support

Key Skills:

• Must be able to Build and Image PC's and Laptops
  


• Experience in migrating from Windows 7 to Windows 10.
  


• 3 years Hardware and Software Troubleshooting Experience (Install (adds, moves, changes), maintain and configure end-user hardware and software; including PCs, network printers, networked copiers, scanners and fax)
  


• 3 years of PC troubleshooting experience on computers running Microsoft Windows operating systems.
  


• Experience in on-boarding and off-boarding users in AD and VOIP
  


• AD (Active Directory) - Maintain records in asset tracking system and Active Directory by making timely updates (should be able to add changes, and security groups)
  


• Patching - Perform packaging and management for desktop software and patches; and perform limited server patch management
  


• Imaging - knowledge of how to image desktops (SCCM is preferred)
  


• Must be available for rotating On-Call status (approx. 1 week every 2 months) as required (phone and laptop provided)
  
  Preferred:
  
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  The Desktop Support Technician II is responsible for managing escalation issues from the help desk Technicians. This position utilizes in-depth analyses and problem solving in resolving issues related to hardware, software, configuration issues, etc. The Analyst makes decisions in resolving customer problems and implementing solutions.
  


• Provide second and third tier technical support, such as configuration, installation and troubleshooting of computer hardware and software. Provide support to IT users for all aspects of end-user computing and desktop based software. Provide audio/visual support and operations as needed
  


• Test and evaluate new hardware and software for project and non-project related request and provide cost-effective and long and short term solutions to the request
  


• Become the SME in hardware solutions for various projects assigned
  


• Supports CL & PL mobile devices and the deployment of MDM as directed by company policy
  


• Performs diagnosis, preventive maintenance and networking troubleshooting
  


• Provide desktop imaging. Performs installation, configuration, maintenance and support of printers. Performs installation, configuration, maintenance and support of audio visual equipment
  


• Responds to incidents concerning computer and related hardware operation and applies troubleshooting principles and techniques to diagnose hardware, software and operator problems
  


• Provide updates, status and completion information to supervisor and users via voicemail, email or in person. Updates problem call tracking system. Performs troubleshooting of connectivity problems such as LAN connections, WiFi, Bluetooth, air cards, VPN connections and serial communications
  


• Assists in maintaining assets. Serves as a technical resource on project teams


• Assist in managing vendor relationships and holding them accountable to set SLAs
  


• Ability to work independently on projects, tasks, or system outages and see through to resolution
  


• Serves as escalation point for Technician, Support position. Provides in-depth analysis and problem solving to resolve questions and issues the Technician cannot address
  


• Documents