EUC L1 Desktop Support

Service Global • Round Lake, IL

248d

About The Position

The EUC L1 Desktop Support position is responsible for managing desktop devices, including hardware, software, and connectivity incidents through to resolution. The role involves managing IMAC and desk side support services, as well as hard and soft break fix services for laptops and desktops. The individual will provide standard and approved hardware and software support and maintenance on Desktop Devices for their entire lifecycle, including remote management using appropriate tools. Additionally, the position requires optimizing and maintaining the configuration and installation of desktops, monitoring security profiles, and providing VIP support for desk side issues.

Requirements

• Knowledge and experience on Windows 7 OS.
• Good to have - knowledge in AD and smart hands and feet support.
• Good to have - knowledge and experience of supporting MAC devices and tablets.
• Experience with Service management tool - ex - Service Now.
• Should have good expertise on EUC tools, remote support tools, MS Office and Outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities.

Nice To Haves

• Knowledge in Active Directory (AD).
• Experience supporting MAC devices and tablets.
• Understanding of Lync, VPN, and mobile device support.

Responsibilities

• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage IMAC and desk side support services.
• Manage hard and soft break fix services for laptops and desktops.
• Provide standard and approved hardware and software support and maintenance on Desktop Devices for their entire lifecycle.
• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop.
• Analyse Service Desk calls for Desktop Devices and incident data to identify and advise Customer of any potential user training requirement and automation.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements.
• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues.

Benefits

• Competitive salary.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree