Desktop Support

Job Description: As an Onsite Support Technician with a minimum of 3 to 6 years of technical experience in providing quality services to the end users, you will be responsible for the following key roles and responsibilities: Provide customer-facing end-user support that includes: Install and configure desktops, laptops, mobile devices, and associated peripherals and related software. Perform break-fix, desk-side support, IMACD's, data migration, refreshes, etc. Perform onsite updates, configuration changes, or software installations. Provide onsite technical assistance to end users. Identify potential issues that could adversely impact end-user experience and follow through on action steps to prevent. Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed. Coordinate with vendors for the provision of end-user support (e.g., hardware vendor technicians for warranty repair/replacement). Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs. Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades. Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts, and stand-by support. Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites. Provide on-call support if required outside business hours on a rotational basis. Provide hand and feet support for network data and voice devices.

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