Desktop Support

o Infrastructural support to the end user clients by responding to all incoming service requests / incidents for PCs / laptops. The individual will support,

• Install, and fix PCs, laptops, printers, scanners, mobile devices, and other computer assets in an organization.

o Updating ticket on IT service management tool with proper work notes.

o Provide Tier II support for system images, virtual environments, and Mac OS Management.

o Serve as an expert in troubleshooting, diagnosing, and resolving complex end-user device incidents and problems through desktop support services and remote support, where appropriate.

o Deskside Management, Touch Support, Local IT, Imaging, O365 Support, Investigate and troubleshoot software and desktop issues.

o Provide all desktop, laptop, printer, and proprietary software support and administrative functions to support desktop user issues.

o Remote support & troubleshooting of end user issues o Support IT infrastructure endpoints maintenance and upgrades o Provide technical support to end-users for desktop systems and applications o Troubleshoot hardware and software issues on desktop and laptop computers o Provide technical guidance and collaborate with Tier 3 to streamline services and support.

o Serve as the escalation person for complex issues for the desktop support team o Document detailed notes in the ticketing system and provide accurate and timely customer updates.

o Manage user accounts and permissions

o Install, configure, and maintain desktop software and hardware o Assist in the setup and deployment of new computer equipment o Windows OS, MacBook supporto Zscaler troubleshooting