Responsibilities
- Deliver first-tier technical assistance for desktops, laptops, and connected devices
- Resolve hardware malfunctions by coordinating with original equipment manufacturers
- Oversee the return process for defective components and systems under warranty
- Prepare and dispatch replacement hardware to end users
- Maintain consistent software setups, including imaging, driver installation, and application configuration
- Contribute to the planning and execution of IT and infrastructure initiatives
- Install, maintain, and troubleshoot authorized desktop applications
- Execute scheduled maintenance tasks, equipment relocations, and configuration updates
- Assist staff with technical difficulties involving desktop systems, mobile devices, or network connectivity, including remote access via VPN
- Ensure prompt issue resolution or appropriate escalation to higher-tier support teams
- Apply established protocols and judgment to determine next steps in support scenarios
- Be available for on-call duties outside standard business hours as needed
- Communicate clearly with colleagues and end users across various departments
- Collaborate with the Service Desk to address incoming support requests
- Translate complex technical details for audiences with varying levels of technical knowledge
- Update management and users on the status of open support cases
- Deliver remote diagnostics and support over the phone
- Engage in user training sessions for standard and specialized software tools
- Create, maintain, and follow documented procedures and service standards for desktop support operations
Work Arrangement
On-site
