Responsibilities
* Hands-on experience with ITSM Tool and CMDB Tool.
* Basic knowledge of Intune, Autopilot, and JAMF.
* Expertise in PC Refresh Activities, handling termination and onboarding requests.
* Assembling computers, installing Operating Systems and other software.
* Configuring basic TCP/IP settings and resolving internet-related issues.
* Remote troubleshooting via TeamViewer and Remote Desktop for Windows and software issues.
* Hardware, OS, and LAN troubleshooting.
* Installation and maintenance of peripherals such as network and local printers.
* Configuring MS Outlook and multiple enterprise applications.
* Responding promptly to client support requests and diagnosing issues.
* Installing/upgrading operating systems and software.
* Troubleshooting network connectivity and related problems.
Additional Responsibilities
* Driver Analysis: Analyze root causes and implement corrective actions.
* Follow-up Until Closure: Ensure timely resolution of tickets by coordinating with associates.
* Escalation Handling: Act as the point of contact for critical issues and manage escalations effectively.
* VIP Support: Monitor and prioritize support for VIP users.
* Ad-hoc Projects: Execute special projects as assigned.
* Vendor Coordination: Collaborate with external vendors for hardware/software requirements and issue resolution.
Key Skills
* Strong analytical and problem-solving skills.
* Excellent communication and coordination abilities.
* Ability to manage multiple priorities in a fast-paced environment.
* Familiarity with ITIL processes and service delivery best practices.
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