Deskside Support EUC L1

About the position

The Deskside Support EUC L1 position in Baytown, TX involves providing customer-facing end-user support, including break-fix support for laptops, desktops, tablets, and associated hardware peripherals. The role requires IMAC support for large scale office moves, as well as support for operating systems, base load software, and business applications. Additionally, the position includes managing ticket queues, coordinating with vendors, and providing IT support for events and disaster recovery activities.

Responsibilities

• Provide customer-facing end-user support.
• Break-fix support for Laptop, desktops, tablets and associated hardware peripherals.
• IMAC support including large scale/bulk office moves/re-stack activities.
• Support for Operating System, base load software, MS Office suite and other business applications.
• Support for Imaging devices (print/scan/copy/fax) including printers and MFDs.
• Assist with access related issues with smart card, passwords, and security.
• Support for Mobility devices (IOS/iPhone/IPads).
• VIP and home-based office (HBO) user support.
• Manage the ticket queue in remedy system and ensure resolution within service level maintenance.
• Respond to end-user requests for updates on ticket status.
• Coordinate with vendors for end-user support.
• Perform managed print service invoicing/meter read/polling report verification.
• Conduct security and compliance-related tasks such as access reviews and risk assessments.
• Coordinate with Level 3 support groups for service delivery enhancements.
• Provide IT support for on-site or off-site events and meetings.
• Provide IT support for disaster recovery and emergency response activities.
• Provide On-call support if required outside business hours on a rotational basis.

Requirements

• Strong understanding of client-based Operating Systems.
• Strong ticketing system experience.
• Proficient understanding of level 1 Helpdesk services.
• Strong understanding of end-user hardware.
• Strong knowledge of client-based applications.
• Proficient with common network protocols (TCP/IP).
• Excellent communication skills (English & Local language).
• Excellent customer engagement and customer service skills.
• Strong desire to help, share, and assist others.
• Excellent analytical skills, work ethic, and problem-solving skills.
• Basic safety knowledge to assist users with ergonomic equipment.
• Ability to lift heavy equipment within stockroom.
• Customer experience focused on Customer is #1 attitude.
• Professional and courteous demeanor.
• Ability and patience to work in a highly dense client environment.
• Flexible for travelling to remote sites/locations.

Nice-to-haves

• Technical Certification (Microsoft/HP/Dell) in a similar field.

Benefits

• Competitive salary.