Desktop Support

Who are we looking for?

Resource who can provide end user support services at customer site; face-to-face with end client. Supporting Win 10 migration from Win 7 Lifecycle Refresh, OS migration, Asset tracking and detailed tracking of schedule and completed user refreshes

Technical Skills:

· PC Refresh minimum 4-5 per day. Imaging PC’s, scheduling users, transferring data, delivering PC to end user and recovering old PC.

· Validate with user new PC is operating as expected with all apps and data after migration.

· Asset Management tracking of new and old PC serial numbers.

· Track return PC’s and perform HDD wipes.

· Participate in shipping and tracking of returned PC equipment.

· Customer Service assistance.

· Liaise with vendors for warranty replacement of computers and/or parts.

· PC hardware/software troubleshooting skills.

· Strong skills in common office productivity applications (MS Office, Adobe, etc.) both in answering user questions about usage and diagnosing issues.

· Microsoft Office 365, One Drive, Windows 7, 10

· Service Now – Ticketing System/Asset Management

· SCCM image/software deployment

Process Skills:

· Client skills focused on high quality communication, setting expectations and then exceeding same. 3-5 years of experience participating in client Win 10 End of Life PC refreshes

· Experience using ticket tools including responding to priorities, timely and relevant updates, use of ticket status (e.g. pend states), prompt closure.

· Use of asset management tools and compliance with process

· Asset Management – Lease returns

Knowledge Skills:

· Client support

· Fundamentals of HW, Windows, Application support, networking, printing, mobile devices (e.g. Apple IOS)

· Stays current with technology trends

Qualification:

· Technical school degree, Associate’s degree, bachelor’s degree or equivalent experience

· Comptia A+ certificate or equivalent experience

· 3-5 years’ experience with supporting clients with their PC and MAC support needs (including HW, Applications, Operating systems, printing, network, etc.)

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