Desktop Support

3 weeks ago


La Porte, United States eTeam Inc Full time

Job Title: Desktop Support


Location: La Porte, TX


Job Description:

  • Deliver transition program capabilities - knowledge transfer, process and procedure, service & projects take on, technology and infrastructure, contract and vendor management
  • Design and update run-books
  • Monitor progress to make sure client deliverables are delivered on time and reported to head of field services
  • Monitor stakeholder expectations and take corrective action to address gaps
  • Should be able to multitask and have the ability to handle multiple customers simultaneously
  • Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
  • To provide infrastructure administration functions
  • Providing on-site cover as part of a shift arrangement
  • Being prepared to work out of hours when required and to provide out of hours on-call support cover as required
  • Backing up and restoring settings and associated systems administration activities
  • Oversee issues through to resolution on all appropriate requests
  • Trains and orients staff on use of hardware/software/tools presented to the client as a part of overall delivery solution
  • Performs other duties as assigned


Technical Skills:

  • Knowledge of integrating ITSM solutions for automatic ticket creation and site services support
  • Strong technical skills in handling user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone etc. and Microsoft Windows desktop operating systems and business productivity applications i.e. Office
  • Should have a good understanding of the tools and technology landscape, current trends and applicability in the outsourcing environment
  • Knowledge of troubleshooting and resolving software issues; reimaging computers/hard drives
  • Administration experience of MS Active Directory users & groups, policies and management concepts
  • Knowledge of categorizing and prioritizing end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
  • Business Skills:
  • Experience of Deskside Level 2 troubleshooting
  • Preferred if have experience in leading teams of 4-8 deskside engineers
  • Ability to interact with customers to ensure that the service is efficient and responsive
  • Provide SME support analytically to a successful conclusion
  • Ability to interact with cross functional teams of EUC to provide support on any due diligence required to perform the solutioning of the of field services/deskside support project architecture
  • A self-starter with ability to work on their own initiative


Qualification and Experience:

  • Diploma or Engineering degree along with MSCE or CNE qualification
  • PMP/ Prince2/ ITIL carries an edge
  • Minimum 5-10 years related field experience in End User support including VIP support
  • Installation and configuration Desktop / laptop/ Printer/ Server/ Networks etc.
  • Substantial experience Desktop, Workstations, Notebooks and Printers management
  • Certified Windows Administration
  • Supporting Windows core technologies
  • Collaboration experience including remote control of PCs and video conferencing knowledge
  • Deliverables to include ensuring the proper levels of run and maintain support
  • Strong Microsoft Office skills (Outlook, Word, and Excel)
  • Thorough understanding of Outlook's calendaring tool
  • Understanding of Exchange functional accounts and how they are used within Microsoft technologies
  • Strong customer handling skills
  • Strong written and verbal communication skills (English language)
  • Must be detail oriented and self-motivating
  • Experience of managing and leading a geographically and culturally diverse team
  • Background security check is mandatory


Working Relationships

  • Maintain inter-department relationships to resolve client issues
  • Effectively communicate with extended service providers and IT infrastructure groups
  • Develop and maintain excellent communication and working relationship with both organization and customer delivery/management teams
  • Competencies
  • Adaptability
  • Analysis
  • Customer Service Orientation
  • Functional Job Knowledge
  • Initiative
  • Judgment/Decisiveness
  • Managing Stress
  • Negotiation
  • Oral Communication
  • Persuasiveness/Influence
  • Planning and Organizing
  • Root Cause Analysis
  • Teamwork Orientation
  • Technical and Professional Competence
  • Work Standards
  • Technical and process support documentation
  • ITSM
  • ITIL
  • Pro active

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