Desktop Support Specialist

3 weeks ago

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

Job Summary:
We are seeking a skilled Desktop Support Specialist to provide end-user computing support and delivery of agreed services to internal users. The ideal candidate will possess excellent written and verbal communication skills and be able to collaborate effectively with domain experts and IT leadership team.

Key Responsibilities:

  • Provide End User Computing support to internal users.
  • Provide support and delivery to approved applications and services.
  • Provide user support to provided mobile devices (phones and tablets).

Technical Requirements:

  • Adhering to agreed SLAs and metrics utilizing the ITSM platform (ServiceNow) for call management and escalation as appropriate.
  • 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 Skills and Experience:

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