Title:  Specialist

Desktop Support / IT Technician

Location: Plano TX

Providing Deskside site Support from Onsite for managing end user devices.
The support team structure contains L1 designated associates.
All incoming incidents and requests are logged and tracked within the ticket management system and are addressed by designated associates.
Deskside services would involve first level problem diagnosis and resolution of issues in end user workstation, associated devices including call escalation in the event a problem cannot be resolved on site.
It would also include loading of standard software applications and business application software.
Desk side support provides support for end user incident management for users.
Providing critical user support (VIP Support- Expedited)
 Assisting, diagnosing, and resolving the issues / requests raised by end users with respect to IT services & Operations.
Provide support for Standard Products (Laptops, Desktops, Printers, and Scanners), Desktops, Laptops, Mobile, Audio / Video Conferencing Systems, Projectors, Windows / MAC / Linux OS, Business productivity software - Office products, email, and Anti-virus., Other standard applications,
For any Client specific application requirements, the application support is limited to SOP based support and if team is unable to resolve, the ticket will be escalated to the specific application team Configuration & Troubleshooting of VPN client as per SOP provided by Client team on End user Device only.
 Troubleshoot local area network connectivity / Wi-Fi connectivity issues to all desktops / laptops.
Patch management on non-network/isolated systems by following SOPs/ instruction form patching team.
 Maintain/updates of tickets in the ITSM tool, ticket closure only post resolution and user confirmation.
Install & Manage End user devices (Desktop, Laptop, Tab etc.), add/remove accessories, devices, peripherals and configure PCs.
 H/W break fix support.
 Support users working from Home using Remote Desktop management using  Tools
 For any IT system allocations, ensure proper hardenings of desktop/laptop in accordance with standard and maintain the resources.
 Maintain record of new machines installed, movement of machines within site, changes in configuration of machines and informing asset coordinator about the changes and update the same in Asset Management inventory.
 Installation of the standard Desktop Application packages like MS Office, Teams, OneDrive, and Visio. and installation and configuration of any customer specific software packages based on SOPs provided by Client.
 Maintaining database of the various vendors with details like contact person, telephone nos. escalation matrix, response time and resolution time commitments etc. for in scope Assets
 Provide necessary assistance in liaising with third party vendors regarding the coordination on maintenance support for end-user assets.
Logging calls with hardware vendors. Coordination with vendors to get the problems resolved as per SLOs Client has with its vendors. Escalation of problems to Client if problem not resolved as per vendor resolution time commitments.
 Fixing any Paper Jam related issues and First level of servicing of the printers to ensure smooth functioning of operations.
 Provide appropriate rights and permissions for accessing printers with the help of team.
 Keeping record of warranty / AMC and licensing of each hardware
 Track & Update Inventory of available license and utilization of licenses using  Asset Management tool in coordination with Asset manager.
Defined process will be followed for asset movements, Data deletion for a clean computer hard drive post disposal / change of user (re-allocation).