Desktop Support Specialist

2 weeks ago

Plymouth, United States InfiCare Solutions Full time
Job Title: Desktop Support Technician

Job Summary:

We are seeking a highly skilled Desktop Support Technician to join our team at InfiCare Solutions. As a Desktop Support Technician, you will be responsible for providing end-user computing support and delivery of agreed services to internal users.

Key Responsibilities:

  • Provide end-user computing support to internal users.
  • Adhere to agreed SLAs and metrics utilizing the ITSM platform (ServiceNow) for call management and escalation as appropriate.
  • Imaging and new PC deployment using Windows 11.
  • 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.

Requirements:

  • 6 + years' experience customer service and support of Windows Operating systems in a global enterprise environment from both software and hardware troubleshooting standpoint.
  • Experience with 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.
  • Knowledge of new and emerging enterprise technologies.
  • 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.

Work Environment:

This is a contract position with a pay rate of $29.00 per hour and expected hours of 40 per week. The work location is in person.

What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

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