Desktop Support Administrator

Job Description Role : Desktop Support Administrator (WPS) Exp:3-6 Yrs Location : Des Moines, Iowa Office Location : New York Position Requirements: Support the end customer as face of IT Drive high level of customer service and satisfaction Manage incident and service request queues to ensure SLA's are met Provide hands on resolution of 1 st to 3 rd line software and hardware incidents where required Work with offshore capabilities to deliver efficient and effective service Track and manage IT assets in asset management system. Review and take part in problem management activities Fulfill service requests for varied IT equipment Drive compliance to internal and external processes and standards Initiate service improvements to the overall service Maintain knowledge repository documentation Take part in change management activities as required Technical Skills: Install, troubleshoot, and repair desktops/laptops and associated peripherals. (both hardware/ software) Install, troubleshoot and repair Standard SOE Image on Desktops and Laptops. Image Installation using SCCM Image installation using Intune/ Azure autopilot. Install, configure and troubleshoot standard applications (MS Office/ MS Office 365, Adobe, VPN, Bitlocker, etc.) Deploy IT assets to office-based users and coordinate courier/ shipping for remote users. Provide technical assistance and training to end users on computer operating systems and Standard applications. Instruct and assist end users in the use of computer equipment, software and accessories. Ability to evaluate and test new technology for feasibility and implementation within IT Environment. Document all support activities within the IT Incident and request Management tracking tool. Coordinate efforts with 3rd party vendors to repair faulty hardware/ software. IT stock and stock room management Physical move of asset between IT stock location. Provide remote support for home based users from same country or different counties. Help remote server team on Server/network hardware related issues Hands and feet support, patch cabling and patch cable tracking Basic troubleshooting of Data network/ Telephony devices/ Projectors/ Meeting room equipment/ Printers. Basic troubleshooting of Wifi/ LAN/ WAN Install, upgrade, support and troubleshoot, Windows 7, Windows 10, other OS and Microsoft Office 2013, Microsoft Office 365, and any other authorized desktop applications Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment Customize desktop hardware to meet user specifications and site standards Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains, and restocks assigned parts inventory to insure proper spare parts levels On-site support and support for Remote sites and work-from-home computing Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents Emergency recovery maintenance for Desktops Diagnosing & troubleshooting virus problems that can be fixed using antivirus tool deployed Re-installation of the anti-virus packages corrupted or deleted by the users Day to day troubleshooting activities Asset lifecycle management, asset tracking, and end-of-life services. Perform asset management activities to ensure hardware is properly assigned to the end users Vendor Management (Wherever applicable). Incident, Problem, and Change Management within the EUC environment. Ability to Evaluate and test new technology for feasibility and implementation within EUC Environment Provide technical assistance and training to end users on computer operating systems and standard applications. Provide Smart Hands support to perform basic technology management tasks that require on-site presence under instruction from such other support groups. IMACDs, Equipment changes, reboots, and power cycles. Local servers, BIOS Updates, Local storage appliances Parts replacement for existing servers resulting out of hardware failure. Process Skills: Excellent verbal and written communication skill in English language. Experience in a large organization administering, operating, maintaining, and securing large-scale enterprise desktop environments. Working knowledge of ITIL methodologies, such as Incident, Request & Asset management. Working technical knowledge of current protocols, operating systems, and standards. Ability to operate tools, components, and peripheral accessories. Ability to lift equipment up to 45 lbs. Ability to maneuver into areas/spaces including underneath desks to attach/remove/verify connectors and cabling. Software and Hardware Troubleshooting Windows 7, Windows 10 experience Microsoft Office 2007, 2013, Office 2010, Office 365 support Enterprise Backup Software Knowledge of all software applications used within the organization Able to operate effectively in a team environment with both technical and non-technical team members Able to operate with minimal supervision Able to manage time effectively, set priorities appropriately, schedule call Able to operate within customer standard operating procedures. Working knowledge of SCCM, AD modern technology7/2010 & 2016 and remote-control tools. Good knowledge on enclosure cabling and troubleshooting. Good knowledge on ethernet & fiber channel connectivity issues. Network cabling and patching knowledge and experience. Good knowledge servers raking and de-raking.