Deskside Support / HW refresh (Window 7, Windows 10, Computer Peripherals)

Responsibilities :

Resolve issues and requests escalated from the Service Desk which require onsite support. Respond to Service Desk referrals of end-User requests for help solving PC / MAC hardware, software, peripheral or production equipment related problems or issues.

Experience in a deskside support role, performing activities including, but not limited to :

• Resolving issues related to operating systems and core office applications.
• Resolving tickets within the customer SLAs (ServiceNow ticketing system).
• Configuring and maintaining operating systems for end-User devices.
• Loading operating system images, configuring settings, testing and distributing operating system images for User devices.
• Scheduling, managing, and executing standard installation and setup of new hardware, desk moves (laptops / desktops / telecom and peripheral devices) and changes.
• Managing break / fix incidents for hardware.
• Configuring, deploying, maintaining, troubleshooting, and supporting computer workstations, laptops, printers, mobile devices, phones and other computer and equipment.

Required Professional and Technical Expertise, Certifications, Languages, etc. :

Experience supporting Windows 7-10 operating systems, network security practices, and anti-virus programs. Working knowledge of office automation products and computer peripherals, such as printers and scanners. Technical knowledge with respect to the software, end-User hardware / desktop configurations, and peripherals identified in the Contract Documents.

Preferred, but not necessary :

Knowledge of Active Directory, SCCM, Apple IOS and ServiceNow are preferred. MCDST, MCSA, CompTia A+, Security+, HDI-CSR / HDI TSP, ITIL Foundation, Associate's Degree in Computer Science, Computer Information Systems or other related fields is preferred.

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