Desktop Support Technician

1.1.             Job Description

·         Proven experience in on‐site desktop and end‐user computing support

·         Strong troubleshooting skills for hardware, operating systems, peripherals, and basic networking

·         Working knowledge of Microsoft Windows and Apple macOS operating systems, including end‐user device configuration and support

·         Experience supporting productivity and collaboration tools within enterprise IT environments

·         Familiarity with ITSM processes and tools (Incident, Change, and Asset Management)

·         Professional communication skills and ability to interact directly with business users and stakeholders

·         Onsite break-fix support for distribution centre & offices, Meeting room support, Device peripherals replacements support, Remote support for end user devices.

·         Diagnose and resolve hardware and software issues for end-user devices (desktops, laptops, peripherals, tablets, MFP’s and desktop printers, RF equipment, label printers, production invoice printers, scanners, mobile phones, time clocks, display boards, etc.) during business hours to ensure minimal disruption to business operations.

·         Setup, troubleshoot, breakdown and move as needed IT equipment for end user offices and workstations.

·         Set up, configure, and troubleshoot meeting room equipment, including audio-visual systems and conferencing tools, to ensure seamless meeting experiences.

·         Provide conference room support during key conferences, to include pre-conference setup and testing as needed.

·         Replace and install device peripherals such as monitors, docking stations, keyboards, mice, and other accessories as needed.

·         Provide comprehensive support for desktops, laptops, tablets, and other end user devices, including troubleshooting, asset management, and lifecycle support.

·         Maintain accurate records of IT assets, manage inventory levels, and ensure proper parts management onsite, including maintaining minimum/maximum spare levels.

·         Perform proactive checks, regular preventative maintenance on IT equipment to maximize device uptime and identify potential issues before they impact users.

·         Support new hire onboarding and employee offboarding processes, including device provisioning, setup, issuance, collection and decommissioning.

·         Respond to incident tickets by providing onsite support or dispatching technicians as required and escalate critical issues according to the defined escalation matrix.

·         Coordinate shipment of IT equipment, including shipment drop-off at carrier business location, and manage the refill and maintenance of smart lockers to ensure timely availability of devices and peripherals.

·         Train end users to utilize IT equipment as necessary

·         Smart hands support as needed for servers, switches, AP’s, firewalls, etc. for other BBG IT teams

·         Ensure all support and related activities are conducted in a manner compliant with BBG IT security practices

·         Dispatch support Services where technical resources are deployed to sites as needed for incident resolution, hardware replacement, or other support activities

·         shipment of equipment and timely replenishment of smart lockers