IT Desktop Support-L3

Please find the job description below. If you are interested feel free to reach me ator Role: IT Desktop Support-L3 Location: Onsite in Baltimore, MD Mode of hire: Fulltime Start Date : Immediate Interview: Immediate Job Description: The Desktop Support position provides technical assistance to a large and varied end-user population both on-site and remote. Day to day, this role will interface with executives, power users, novice computer users, and everything in-between. Support responsibilities include desktops, laptops, tablets, smartphones, printers, video conferencing, audio conferencing, software, and user training. This role requires excellent prioritization, responsiveness, and customer service, along with excellent verbal communication skills. Excellent attendance and punctuality are required. This is 100% work from office job role. Primary Responsibilities:

• Handle Tier 1,2, And 3 help desk escalations through tickets or phone
• Follow up on outstanding requests and ensure timely resolution
• Create accounts and configure hardware as part of the onboarding process
• Support audio and video equipment in conference rooms
• Manage and monitor internal assets to ensure accurate inventory records
• Maintain all deployed computers/laptops/printers, repairing & replacing as needed
• Supporting IP phone systems, administering changes as needed
• Take on further duties steadily as you grow into your role with the team and our staff
• Install, upgrade, support, and troubleshoot Windows 10, some Windows 7 and XP and Exchange, Outlook, Ring Central, and any other authorized desktop applications
• Install, upgrade, support, and troubleshoot for network printing and local printing, computer hardware, and any other authorized peripheral equipment
• Customize desktop hardware to meet user specifications and site standards.
• Performs work in compliance within specified warranty and security requirements.
• Returns defective equipment/parts to maintenance inventory, document customer repairs, maintain and restock assigned parts inventory.
• Take ownership and responsibility of queries, issues, and problems assigned to the Desktop Site Support team.
• Work with vendor support contacts, Service Desk Level 1, and Desktop Engineer Level 3 teams to resolve technical issues within the desktop environment.
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible

• Good in desktop support handling in Windows, Linux, and MAC environments.
• Good SCCM Knowledge. Would be helpful if he knows basic SQL scripting used for SCCM.
• Manage Patching in SCCM for Desktops, troubleshoot on problematic machines. Reinstall SCCM agent and redeploy packages.
• Installation and maintenance of Windows and Mac OS.
• Troubleshooting all the issues related to Hardware, Networking & Software on Windows OS (Windows7, Windows Vista, Windows 8 & Windows 10) and MAC OS.
• Installation configuration and troubleshooting of Desktop applications and tools.
• Technical knowledge of Desktop and Laptop hardware.
• Configuring and troubleshooting Office 2010, 2013, 2016, and Office365 suite.
• Manage Files and folder permissions.
• Printer installing and sharing, troubleshooting printer-related problem.
• Configuring and managing different types of scanners.
• Configuring and managing different types of network printers, scanners and peripheral devices.
• Managing Networks Setup Crimping & Punching
• Manage Video conferencing call through IP & ISDN lines.
• Resolving problems related to LAN connectivity.
• Setting up of Wireless on Laptop and BYOD devices
• Experience in working on IT Service Management Tools like ServiceNow

• Route assign tickets to appropriate support group if necessary.
• Identifying and escalating high priority, high severity issues.
• Updating pending tickets with timely, precise and accurate updates
• Following up with end users, if necessary, for closure of pending tickets
• Following up with support groups, if necessary, for closure of pending tickets