Professional I, IT Operations- Bilingual

Key Duties And Responsibilities Build and support Windows and iOS workstations and laptops including image builds, testing, deployment, patches as well as ongoing maintenance. Install, configure and support all desktop applications (such as MS Office, Office365, Outlook, Teams, One Drive, softphones, HDD to HDD Imaging / Ghosting, printer, scanner, bio metric, data encryption, VPN, WIFI configuration, and firmware updates for deskside equipment such as Cisco & Avaya phones) Install and support encryption software on all workstations. Support and maintain user account information including rights, security and systems groups. Diagnosis, repair and/replace hardware such as motherboards, SMPS, RAM, laptop LCD and HDD Install and support Avaya hard phone, video conferencing equipment, etc. Resolve tickets within prescribed SLAs. Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment. Escalate issues and involve management and experts wherever required to resolve issues as quickly as possible with a sharp focus on maintaining SLAs. Exercise discretion and judgment on matters related to ticket priority, on premises network/WIFI stability, and similar matters related to customer satisfaction on a regular basis Use diagnostic tools to analyze, troubleshoot and resolve problems associated with network connectivity and/or workstation hardware/software. Use tools and methodologies to load, copy and customize operating system configurations for deployment. Provide support in testing and failover of the business continuity plan Perform basic troubleshooting of phone issues and assist the telephony team as needed Setup and maintain training rooms as needed. Track hardware and software inventory; escalate issues to manager as needed Coach end users on basic software, hardware and peripheral device operation Proactively suggest modifications and additions to desktop standards and guidelines Arrange and/or prepare equipment for shipping/receivingComplete all assigned, mandatory training within the timeframe provided.Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.Qualifications And Experience Required 1-3 years supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent CompTIA A+/ Network+/Server+, MCSA/MCSE and/or CCNA or similar certifications required. Bachelor’s degree/diploma in Computer Science preferred. Proven problem management, incident management, customer/client management, change management, RCA, and ticket analysis experience. Strong technical knowledge of desktop/laptop hardware and software applications Proficient in current protocols, operating systems and standards including Windows 10, 11, iOSx, and Open-Source Initiative Demonstrable experience using desktop management tools such as SCCM, WDS, WSUS, LanDesk, Bigfix or equivalent is preferred Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices Demonstrable experience in ticket resolution using industry leading ticketing systems and ITIL based framework. Experience managing Active Directory at the Organization Unit level Experience supporting VOIP-enabled contact center preferred Flexibility to work overtime as needed