Deskside Support

Respond and resolve IT related issues over the phone and tickets " Installation of operating system and user applications " Troubleshoot hardware and software issues " Configure, maintain, and troubleshoot printers of all types including laser, thermal, and impact " Developing, documenting, and maintaining deskside operations and administration procedures in the Policies and Procedures Manual.
" Providing additional resources, as needed, during Critical Situations.
" Effectively managing number of Deskside Services resources to ensure appropriate levels of staffing for each Location.
" Maintaining and providing Escalation contact list(s) for Deskside Services (including Third Party Suppliers).
" Maintaining a continuous improvement program that improves Deskside Services delivery and reduces the overall number of Escalated Incidents.
" Identifying solutions that minimize the need to Escalate to Deskside Services (e.g., additional Authorized End User training, Self-Help support opportunities, self-healing opportunities, automation scripts, RCA). " Providing continuous improvement and innovation for better Authorized End User experience, (i.e. automation scripts, knowledge base articles, how-to instructions, etc.).
" Participating in compliance activities including corporate audit, security risk assessment, and vulnerability remediation.
" Managing any Service Requests (e.g., desktop, mobile) which require local interaction at the supported Locations.
" Ability to prioritize tasks and to delegate them when appropriate.
" Ability to explain technical issues to technical and nontechnical employees and customers.
" Resolve Incidents and Problems associated with EUC Equipment and EUC Software, and provide break/fix support

Essential Skills:
Deskside Support, Deskside Services, Operating System (OS), Troubleshooting, Remote Desktop Support, Hardware and Software Installation, Windows 11, Hardware Refresh.