Desktop Management

2 months ago


Akron, United States Tata Consultancy Services Full time

Desired Experience Range 5+ Years


Desired Competencies (Technical/Behavioral Competency)


• Understanding of IT infrastructure

• Ability to understand basic network infrastructure

• Good understanding of Microsoft Windows OS family

• Ability to troubleshoot desktop, laptops, printers, WiFi and Audio / Video and conferencing devices

• End User Computing device lifecycle management

• Knowledge of image deployment on desktop and laptops using various tools like SCCM, MDT, Ghost, etc.

• Experience of working on application deployment tools such as SCCM and Intune

• Good understanding of desktop and laptop configuration (L2 and above)

• Basic understanding of network devices like cisco switch, routers and Wireless Access Points.

• Understanding of VPN setup

• Experience of working with different vendors

• Knowledge of MS Office and other standard software

• Excellent Communication skills


Responsibility of / Expectations from the Role:


• Support Technical Walk Up Desk and help end users with their issues with PC, Laptop and Mobile equipment

• Monitoring the queues in ITSM tool (ServiceNow, etc) for any open, unassigned and pending tickets / requests and ensuring that all the work is complete within defined SLA’s. Provide standard break-fix support for End user hardware (Desktops, Laptops, Workstations, Mobile workstations,

Telephony devices, etc) and coordinating with OEM where the issues cannot be fixed locally without voiding the warranty.

• Troubleshooting and resolving software issues for applications used in client environment which includes install, reinstall or delete.

• Assisting the end users for any support related to Audio / Video / Conferencing devices during the meetings / conferences and proactively monitoring these devices and providing health reports.

• Coordinating with third party vendors (DELL, HP, Xerox, Microsoft, Polycom, etc) for break fix and configuration issues.

• Coordinating and performing office moves for individuals or departments when requested by the client.



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