Desktop Support

Desktop Support

• Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.
• Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
• Windows, Office 365, SCCM experience
• Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps.
• Strives to meet all Client SLAs & Customer Satisfaction Goals.
• Escalate to IF Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site.
• Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles.
• Basic installation and maintenance of technical products.
• Follows predefined procedures and tasks in everyday activities.
• Work is regularly reviewed by a more senior level technical specialist.
• Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals.
• Installs, maintains and optimizes desktop /notebook configurations at customer sites.
• Diagnoses and resolves product performance problems.
• Performs maintenance and repair services.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
• Instructs customers in the operation and maintenance of the system.

• 3+ years desktop/technical support experience

• Must have a proven customer service background
• Knowledgeable of Windows Operating System environment
• Physically able to lift and move Enterprise and Client technology hardware in our customer environments
• Excellent interpersonal skills and ability to work collaboratively in a team environment
• Strong troubleshooting skills

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