EUC/Desktop Support L2

6 days ago

Phoenix, United States Inficare Full time
Job Role: EUC/Desktop Support L2

Job Location: Phoenix AZ (Day 1 onsite)

Job Duration:

The ideal candidate must possess excellent written and verbal communication skills with the ability and know how to collaborate effectively with domain experts and IT leadership team.

The primary role of the IT Admin& Support Analyst II is to provide End User Computing support and delivery of agreed services to internal users.

Responsible to conduct incident diagnosis, manage requests; provide smart hands assistance, handle project related work; case management tasks; documenting KB solutions.

Support Tech Bar and assist with Quarterly Disposal Process.

The position may require working extended hours, occasional night and/or weekend work as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES
• Provides End User Computing support to internal users.
• Providing support and delivery to approved applications and services
• Providing user support to provided mobile devices (phones and tablets)

Window 10 and Window 11 Migration and SCCM
• Adhering to agreed SLAs and metrics utilizing the ITSM platform (ServiceNow) for call management and escalation as appropriate.

Responsibilities:
• Imaging and new PC Deployment Using window 11. Expert level experience Installing and Building machine is needed
• Assist and support front-line operation support teams in solving advanced technical issues with guidance and coaching.
• Be the liaison with Engineering teams collaborating for resolution of complex desktop problems, communicate technical information and implementation of corrective and innovative solutions to front-line operations support teams.
• Good at troubleshooting skills and imaging
• Experience on ServiceNow ticketing tool will be a plus.
• Resolve escalated cases and advanced technical scenarios related to Endpoint Management Software, Applications, Microsoft products, and hardware and peripherals.
• Work with front-line operation teams in implementing of new endpoint initiatives, providing associated training and Knowledge Articles as required for end-user support global teams.
• Software and Application deployments, including targeting & packaging, patching & updates, inventory control, and security baselining.
• Support automated management process for employee endpoints, providing them a seamless and efficient end-user experience to enable productivity.
• Monitor and analyze gaps building processes to rationalize, troubleshoot and escalate technical problems with endpoint management clients, client inventory, application deployments and security patching.

Required Technical and Professional Expertise

  • 6 + years' experience customer service and support of Windows Operating systems in a global enterprise environment from both software and hardware troubleshooting standpoint.
  • and technologies such as AD, DNS, Exchange, and Citrix.
  • 4 + years of experience with Configuration Management, MDM and Deployment methods with SCCM and Intune.
  • Experience with deployment methods including inventory control, security baselining, patching, software, and application deployments.
  • Understanding of Windows 10 new features, feature updates, and industry best practice processes.
  • Understanding of Microsoft Patching Cycles & Policies, best practice processes. (ex. WSUS, Win10 Update Rings)
  • Knowledge of new and emerging enterprise technologies (ex: Azure, Intune, Windows Analytics, Autopilot)
  • Understanding of Office 365 or Microsoft 365 technology and any other client support or project interaction.
  • Active technical certifications would be an asset.
  • ITIL-Foundation and Agile experience an asset.

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