Desktop Support Specialist
4 days ago
We are seeking a skilled Onsite Desktop Engineer to join our team at Diverse Lynx LLC. As an Onsite Desktop Engineer, you will be responsible for providing second-line investigation and diagnosis, resolving and closing incidents/service requests, and ensuring tickets are updated at all times until issues are resolved.
Key Responsibilities:- Provides second-line investigation and diagnosis of IT incidents and service requests.
- Resolves and closes incidents/service requests as per procedures and allocated timelines.
- Logs relevant incident/service request details as per process in ITSM tool.
- Communicates with clients regarding incident progress.
- Ensures tickets are updated at all times until issues are resolved.
- Complies with Quality Health Safety Environment (QHSE) and IT policies.
- Liaises with clients, IT support groups, and 3rd party providers when necessary.
- Performs staging of PCs.
- Performs IMAC (Install, Move, Add and Change) of End user hardware.
- Conducts hardware and software maintenance and support.
- Troubleshoots and resolves PC incidents and/or VIP requests.
- Assists with Site Security Officer (SSO) on IT security issues and virus elimination.
- Creates/maintain documentation for scope of work.
- Special events coverage, meeting room & VCON & voice devices support.
- Centralized hardware and Spare part stocking and local site inventory management and asset management.
- Stock management.
- Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC).
- Hardware vendor coordination for Break fix.
- Imaging & provisioning of devices. Setup and build workstations.
- Update AMDB including hardware and software.
- PC and other devices - logistics management.
- Coordinate activities with third parties to resolve the IT issues or complete service requests.
- Follow standard operating procedures as documented in the knowledge management system.
- Providing trainings / demo's when needed to end users.
- Onsite admin tasks e.g. backup, OS migration.
- Onsite Operational support of Industrial mobility devices.
- Mobility - Operational support for company owned mobile phones / tablet devices and BYOD.
- Asset Disposal.
- Coordinate with regional/global support groups for end-to-end request resolution and escalation.
- Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting).
- Operational support for non-network connected HBO AIO Printer / Scanner / Fax.
- Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines.
We promote and support a diverse workforce across all levels in the company. All qualified applicants will receive due consideration for employment without any discrimination.
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