L2 Tech Support - Site Migrations || Desktop Management Specialist Infrastructure Services

• Provide break/fix support for desktops, laptops, and peripherals.
• Re-image devices and reinstall/configure applications as required.
• Troubleshoot Windows OS, hardware issues, and enterprise applications.
• Collaborate with third-party vendors to escalate and resolve hardware issues.
• Document issues and resolutions in IT service management systems (e.g., ServiceNow, Remedy).
• Install and configure desktops, laptops, mobile devices, peripherals, and associated software.
• Provide technical support for on-site and remote users, addressing queries and resolving incidents.
• Manage the ticket queue to ensure timely resolution in compliance with SLAs.
• Develop and maintain standard operating procedures (SOPs), knowledge base articles, and technical documentation.
• Coordinate with Level 3 support teams for enhancements, maintenance, and upgrades.
• Provide IT support for events, meetings, and disaster recovery scenarios.
• Ensure end-user support for O365, Active Directory, and related networking functionalities.
• Oversee application support and ensure seamless system upgrades/refreshes, maintaining configuration integrity.
• Support printer network setups, driver installations, and device repairs through vendor coordination.

• 7 years of experience in Desktop Management within Infrastructure Services (IS).
• Advanced knowledge of PC hardware, software, operating systems (Windows 10/11, Android OS, macOS), directory services, and network configurations.
• Proficiency in IT service management tools and familiarity with ITIL processes.
• Expertise in O365, Active Directory, DNS, Group Policy, and Firewall configurations.
• Strong troubleshooting capabilities for basic LAN/WAN issues, Wi-Fi configurations, and VOIP phones.
• Excellent communication and interpersonal skills for managing diverse stakeholders, including users, senior management, and vendors.
• Proven ability to manage incidents and problems effectively, adhering to established SLAs.

Education and Certifications:

• Relevant technical certifications (e.g., CompTIA A , Microsoft certifications) are highly desirable.
• ITIL Foundation certification preferred.

Additional Information: This position requires associates to work from the assigned office location five days a week, ensuring immediate response and support for end-user technical needs.