About the position
The EUC L1 Desktop Support position in Houston, TX involves managing desktop devices, including hardware, software, and connectivity incidents through to resolution. The role includes managing IMAC and desk side support services, as well as hard and soft break fix services for laptops and desktops. The successful candidate will provide standard and approved hardware and software support and maintenance on Desktop Devices for their entire lifecycle, including remote management using appropriate tools. Responsibilities also include optimizing and maintaining the configuration and installation of desktops, analyzing service desk calls for potential user training requirements, ensuring appropriate desktop images are installed, and monitoring security profiles and anti-virus software compliance. Additionally, the role requires providing VIP support for desk side issues and acting as the point of contact for all IT-related issues when other IT support teams are unavailable.
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.
- Analyze Service Desk calls for Desktop Devices and incident data to identify potential user training requirements.
- Ensure that each Desktop Device is installed with the appropriate Desktop image.
- Monitor security profiles and anti-virus software on all Desktop Devices.
- Provide VIP support for Desk side issues per contract.
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.
- 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.
- Awareness 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.
Benefits
- Competitive salary.
