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Desktop Support Engineer

Tata Consultancy Services Limited
New York, NY, United States
1 day ago
Apply on www.dice.com
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Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Compensation
$65,000.0 - $75,000.0
Working hours
Regular working hours
Languages
English
Job source
www.dice.com

Tech stack

Microsoft Windows Active Directory Macintosh Computers IMac Software Applications Microsoft Azure Business Software Configuration Management Databases Configuration Management Computer Networks System Configuration Desktop Computing
+12 more
Microsoft Desktop Optimization Pack HP Thin Clients Issue Tracking Systems Virtual Private Networks (VPN) Virtual Desktops Software Deployment Software Engineering Enterprise Software Applications Tablet Computers Peripherals Microsoft InTune Laptops

Job description

  • Provide incident and request management support for end-user devices, including desktops, laptops, tablets, thin clients, Mac devices, monitors, mobile devices, VPN, Azure Virtual Desktop, printers, and scanners.
  • Experience supporting Windows and non-Windows operating environments.
  • Perform installation, moves, additions, and changes (IMAC) for new and existing end-user hardware and software components.
  • Provide and maintain warranty and maintenance documentation for assets for inclusion in the Operations Manual.
  • Recommend and apply solutions, including on-site repair support for remote users.
  • Install, organize, test, maintain, check, and troubleshoot end-user workstations and related hardware and software.
  • Provide end-user support for hardware, software, business applications, LAN components, and peripherals.
  • Determine and execute system reconfiguration requirements.
  • Meet applicable end-user service-level agreements.
  • Perform on-site analysis, identification, and resolution of complex desktop issues.
  • Maintain accurate ticket records and support timely resolution of work orders.
  • Configure and use Microsoft enterprise applications, including Microsoft Configuration Manager, Microsoft Intune, and Active Directory.
  • Create and restore device images and deploy patches using Microsoft Configuration Manager and Microsoft Intune, as applicable.
  • Participate in the design and engineering of software deployment and installation processes.
  • Provide user support through approved remote-access tools.
  • Communicate effectively with business, management, and vendor stakeholders and acquire relevant technical knowledge from them., * Provide incident and request-management support for end-user devices, including desktops, laptops, tablets, thin clients, Mac devices, monitors, mobile devices, VPN, Azure Virtual Desktop, printers, and scanners.
  • Handle incidents through troubleshooting and break-fix activities in accordance with the incident-management process.
  • Fulfil service requests involving the installation, movement, addition, or change of end-user hardware and software components.
  • Support commercial off-the-shelf and customer-developed software applications.
  • Manage assigned queues for incident resolution and request fulfilment.
  • Complete the required deployment and collection sign-off for each device.
  • Provide flexible support for standby demand and end-user device projects without compromising business-as-usual services.
  • Conduct end-user device testing, site inspections, and device inspections.
  • Provide timely status updates in the ticketing system.
  • Assist with end-user support and consultations and address day-to-day desktop support process issues.
  • Analyze completed device requests and incidents to recommend process improvements and identify process-compliance issues.
  • Diagnose and resolve software issues, reinstall applications, and perform a complete device re-image when required.
  • Route unresolved application issues to the appropriate application resolver group after applicable troubleshooting and reinstallation steps are completed.
  • Escalate recurring issues beyond the role’s control to the manager and Deskside Support Lead in a timely manner.
  • Arrange on-site access and support when required.
  • Prepare new and existing equipment for deployment and move equipment such as PCs, notebooks, thin clients, and network printers, updating configurations as required.
  • Change hardware or software components and verify functionality after completion.
  • Update asset records in the configuration management database (CMDB).
  • Install and configure hardware or software requested in the IMAC record when deployment through enterprise tools is unavailable, and verify functionality after completion.
  • Provide at least 15 minutes of familiarization training following a new PC installation when the end user is available.

Requirements

  • Strong English proficiency and interpersonal skills., * Knowledge of IT asset management.
  • Preferred certifications: Microsoft desktop support certification and ITIL Foundation or Intermediate.
  • Service transition experience.
  • Knowledge of video conferencing technology.

Apply for this position

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Apply on www.dice.com
Prepare application

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