End User Support Specialist

JOB DESCRIPTIONThe position of Deskside Technician – End User Computing performs troubleshooting, repair, and preventative maintenance of end-user computing equipment and peripheral equipment at corporate locations.The candidate works on assignments of diverse scope, where analysing data and hardware requires evaluating identifiable factors. The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution.Essential duties for the position include, but are not limited to the following:Provide onsite support to Authorized Users with operational and technical support, and to meet specified SLAsResolve incidents and problems associated with EUC equipmentPerform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the futureSupport Authorized Users in connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segmentsProvide repair and maintenance for mobile devicesInstall, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)Provide software break/fix services and replacement of non-warranty assets for end usersProvide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP outputProvide warranty and break/fix support for networked printers and scannersConfigure and support end users on mobile computing platformsProvide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etcCreate, change and remove printer configurations and queues based on requests and in accordance with SLAsProvide on-site hardware support for general troubleshooting and problems for end user computing technologiesProvide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel.Utilize problem management database and systems to track and report on customer calls and requests.Communicate technical information to technical and non-technical team and customers.Deskside support services as required.*JOB REQUIREMENTS/QUALIFICATIONSExperience:Requires 3 to 5 years of related work experienceSound knowledge of imaging tools (Ghost, MDT)Sound knowledge of data backup and recovery tools (USMT)Installing, upgrading, and migrating to Windows 7/10Deploying Windows 7/10 in large enterprisesConfiguring hardware and applicationsConfiguring network connectivityConfiguring access to resourcesConfiguring mobile computingMonitoring and maintaining systems that run Windows 7/10Configuring backup and recovery options