Job Summary
Desktop Support Technician This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed. The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment. The job will require travel between offices (up to 150 miles). Resource is expected to work in rotational shifts for 8 hours, between 7 am to 7pm. Desired Skills & Experience Responsibilities: Team Lead: Lead and supervise the daily operations of the Deskside Support team to ensure compliance with SLAs and KPIs. * Allocate, prioritize, and monitor incident, service request, IMAC, and project activities across the team. * Conduct daily team huddles, shift handovers, and workload planning. * Provide technical guidance and Level 2 escalation support for complex hardware, software, network, and mobility issues. * Monitor ticket queues to ensure timely assignment, progress updates, and closure within agreed service levels. * Perform regular ticket quality audits and ensure documentation standards are consistently maintained. * Review team performance metrics and prepare daily, weekly, and monthly operational reports. * Drive continuous service improvement initiatives based on customer feedback, SLA trends, and operational metrics. Oversee inventory accuracy, spare parts management, depot operations, and asset lifecycle management. * Ensure compliance with company security policies, asset management processes, and audit requirements. * Participate in Major Incident Management (MIM) calls and coordinate onsite technical recovery activities. * Support business continuity, disaster recovery exercises, and emergency response activities when required. * Drive automation, process optimization, and standardization across Deskside operations. * Maintain high customer satisfaction (CSAT) through proactive communication and service excellence. * Support regional or global projects, migrations, Windows upgrades, Office 365 rollouts, and technology refresh initiatives. * Lead by example in customer service, professionalism, and technical excellence. * Foster a collaborative, accountable, and high-performance team culture. * Resolve conflicts and remove operational roadblocks affecting service delivery. * Encourage knowledge sharing and maintain the team’s knowledge base. * Promote compliance with Health & Safety, Information Security, and company policies. ● Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support ● Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices ● Printer break-fix and installation ● Disposal, redeployment and Asset reclaim ● Shipping coordination ● Data Backup and Data Recovery coordination ● Hardware Refresh ● Warranty and Out-of-warranty repair and replacement ● Depot Services ● Walk Up Support ● Spare parts management ● Good Knowledge / handon on supporting VDI 1st level Trroubleshooting ● Executive (VIP) Support ● Audio and Video Support including Health Checks ● Inventory and Asset Management – Depot Operations ● Coordinate with external vendors for dispatch support ● Identify and resolve hardware and software application conflicts ● Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents ● Responsible for asset tagging and entering all incoming equipment into our asset management system ● Collaborate with cross functional teams to properly onboard incoming new hires ● Ensure that hardware is properly assigned and updated into our management system
Key Responsibilities
Desktop Support Technician This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed. The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment. The job will require travel between offices (up to 150 miles). Resource is expected to work in rotational shifts for 8 hours, between 7 am to 7pm. Desired Skills & Experience Responsibilities: Team Lead: Lead and supervise the daily operations of the Deskside Support team to ensure compliance with SLAs and KPIs. * Allocate, prioritize, and monitor incident, service request, IMAC, and project activities across the team. * Conduct daily team huddles, shift handovers, and workload planning. * Provide technical guidance and Level 2 escalation support for complex hardware, software, network, and mobility issues. * Monitor ticket queues to ensure timely assignment, progress updates, and closure within agreed service levels. * Perform regular ticket quality audits and ensure documentation standards are consistently maintained. * Review team performance metrics and prepare daily, weekly, and monthly operational reports. * Drive continuous service improvement initiatives based on customer feedback, SLA trends, and operational metrics. Oversee inventory accuracy, spare parts management, depot operations, and asset lifecycle management. * Ensure compliance with company security policies, asset management processes, and audit requirements. * Participate in Major Incident Management (MIM) calls and coordinate onsite technical recovery activities. * Support business continuity, disaster recovery exercises, and emergency response activities when required. * Drive automation, process optimization, and standardization across Deskside operations. * Maintain high customer satisfaction (CSAT) through proactive communication and service excellence. * Support regional or global projects, migrations, Windows upgrades, Office 365 rollouts, and technology refresh initiatives. * Lead by example in customer service, professionalism, and technical excellence. * Foster a collaborative, accountable, and high-performance team culture. * Resolve conflicts and remove operational roadblocks affecting service delivery. * Encourage knowledge sharing and maintain the team’s knowledge base. * Promote compliance with Health & Safety, Information Security, and company policies. ● Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support ● Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices ● Printer break-fix and installation ● Disposal, redeployment and Asset reclaim ● Shipping coordination ● Data Backup and Data Recovery coordination ● Hardware Refresh ● Warranty and Out-of-warranty repair and replacement ● Depot Services ● Walk Up Support ● Spare parts management ● Good Knowledge / handon on supporting VDI 1st level Trroubleshooting ● Executive (VIP) Support ● Audio and Video Support including Health Checks ● Inventory and Asset Management – Depot Operations ● Coordinate with external vendors for dispatch support ● Identify and resolve hardware and software application conflicts ● Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents ● Responsible for asset tagging and entering all incoming equipment into our asset management system ● Collaborate with cross functional teams to properly onboard incoming new hires ● Ensure that hardware is properly assigned and updated into our management system
Skill Requirements
Desktop Support Technician This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed. The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment. The job will require travel between offices (up to 150 miles). Resource is expected to work in rotational shifts for 8 hours, between 7 am to 7pm. Desired Skills & Experience Responsibilities: Team Lead: Lead and supervise the daily operations of the Deskside Support team to ensure compliance with SLAs and KPIs. * Allocate, prioritize, and monitor incident, service request, IMAC, and project activities across the team. * Conduct daily team huddles, shift handovers, and workload planning. * Provide technical guidance and Level 2 escalation support for complex hardware, software, network, and mobility issues. * Monitor ticket queues to ensure timely assignment, progress updates, and closure within agreed service levels. * Perform regular ticket quality audits and ensure documentation standards are consistently maintained. * Review team performance metrics and prepare daily, weekly, and monthly operational reports. * Drive continuous service improvement initiatives based on customer feedback, SLA trends, and operational metrics. Oversee inventory accuracy, spare parts management, depot operations, and asset lifecycle management. * Ensure compliance with company security policies, asset management processes, and audit requirements. * Participate in Major Incident Management (MIM) calls and coordinate onsite technical recovery activities. * Support business continuity, disaster recovery exercises, and emergency response activities when required. * Drive automation, process optimization, and standardization across Deskside operations. * Maintain high customer satisfaction (CSAT) through proactive communication and service excellence. * Support regional or global projects, migrations, Windows upgrades, Office 365 rollouts, and technology refresh initiatives. * Lead by example in customer service, professionalism, and technical excellence. * Foster a collaborative, accountable, and high-performance team culture. * Resolve conflicts and remove operational roadblocks affecting service delivery. * Encourage knowledge sharing and maintain the team’s knowledge base. * Promote compliance with Health & Safety, Information Security, and company policies. ● Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support ● Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices ● Printer break-fix and installation ● Disposal, redeployment and Asset reclaim ● Shipping coordination ● Data Backup and Data Recovery coordination ● Hardware Refresh ● Warranty and Out-of-warranty repair and replacement ● Depot Services ● Walk Up Support ● Spare parts management ● Good Knowledge / handon on supporting VDI 1st level Trroubleshooting ● Executive (VIP) Support ● Audio and Video Support including Health Checks ● Inventory and Asset Management – Depot Operations ● Coordinate with external vendors for dispatch support ● Identify and resolve hardware and software application conflicts ● Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents ● Responsible for asset tagging and entering all incoming equipment into our asset management system ● Collaborate with cross functional teams to properly onboard incoming new hires ● Ensure that hardware is properly assigned and updated into our management system
Other Requirements
Desktop Support Technician This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed. The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment. The job will require travel between offices (up to 150 miles). Resource is expected to work in rotational shifts for 8 hours, between 7 am to 7pm. Desired Skills & Experience Responsibilities: Team Lead: Lead and supervise the daily operations of the Deskside Support team to ensure compliance with SLAs and KPIs. * Allocate, prioritize, and monitor incident, service request, IMAC, and project activities across the team. * Conduct daily team huddles, shift handovers, and workload planning. * Provide technical guidance and Level 2 escalation support for complex hardware, software, network, and mobility issues. * Monitor ticket queues to ensure timely assignment, progress updates, and closure within agreed service levels. * Perform regular ticket quality audits and ensure documentation standards are consistently maintained. * Review team performance metrics and prepare daily, weekly, and monthly operational reports. * Drive continuous service improvement initiatives based on customer feedback, SLA trends, and operational metrics. Oversee inventory accuracy, spare parts management, depot operations, and asset lifecycle management. * Ensure compliance with company security policies, asset management processes, and audit requirements. * Participate in Major Incident Management (MIM) calls and coordinate onsite technical recovery activities. * Support business continuity, disaster recovery exercises, and emergency response activities when required. * Drive automation, process optimization, and standardization across Deskside operations. * Maintain high customer satisfaction (CSAT) through proactive communication and service excellence. * Support regional or global projects, migrations, Windows upgrades, Office 365 rollouts, and technology refresh initiatives. * Lead by example in customer service, professionalism, and technical excellence. * Foster a collaborative, accountable, and high-performance team culture. * Resolve conflicts and remove operational roadblocks affecting service delivery. * Encourage knowledge sharing and maintain the team’s knowledge base. * Promote compliance with Health & Safety, Information Security, and company policies. ● Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support ● Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices ● Printer break-fix and installation ● Disposal, redeployment and Asset reclaim ● Shipping coordination ● Data Backup and Data Recovery coordination ● Hardware Refresh ● Warranty and Out-of-warranty repair and replacement ● Depot Services ● Walk Up Support ● Spare parts management ● Good Knowledge / handon on supporting VDI 1st level Trroubleshooting ● Executive (VIP) Support ● Audio and Video Support including Health Checks ● Inventory and Asset Management – Depot Operations ● Coordinate with external vendors for dispatch support ● Identify and resolve hardware and software application conflicts ● Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents ● Responsible for asset tagging and entering all incoming equipment into our asset management system ● Collaborate with cross functional teams to properly onboard incoming new hires ● Ensure that hardware is properly assigned and updated into our management system