Desktop Support Associate

Description

• Workstation imaging, configuration & deployment/user setup using common enterprise systems/tools such as SCCM/MDT. Autopilot/Intune experience a plus.
• Application deployment using common enterprise tools.
• Hardware asset tracking & reporting.
• End-user security/protection application support (virmalware removal, hard‑drive back‑up, hard‑drive encryption configuration, etc.).
• Workstation research & related projects/initiatives (OS upgrades, new patch releases, browser upgrades, new application deployments, etc.).
• Other technical configuration, support & administrative tasks as assigned.
• Level 2 Technical ("Break/Fix") Support.
• Level 2 (escalated from helpdesk) technology troubleshooting/repair/resolution services for all deployed workstations, mobile devices, applications, network/remote access & messaging services, for end‑users across all sites.
• Occasional level 1 technology support after‑hours & during high‑demand periods (incidents/outages, enterprise‑wide deployments, etc.).
• Diagnosis/resolution of computer hardware, software & network issues for Executive and VIP personnel at all sites (on‑site & via remote support tools).
• Low‑level network support (port testing, bandwidth monitoring, share drive troubleshooting, etc.).
• Support ticket & SLA management using common enterprise tools such as Service Now, Remedy, etc.
• General user community technology guidance, recommendations & education.
• Technical Administration.
• User permissions & password management on multiple systems (Active Directory, Exchange, etc.).
• Incident management, including response, tracking & reporting for areas of responsibility.
• Document workstation configuration standards, processes & best‑practices.
• Manage local site logistics including storage room, organizing inventory, shipping and receiving.
• Ability to lift up to 50 pounds.
• Able to sit or stand for extended periods of time.
• Team Collaboration.
• Work directly with team members, other IT groups and non‑IT/business representatives to address all incidents, problems & requests.
• Coach/mentor Helpdesk analysts and desk‑side support technicians in configuration & troubleshooting methods & best practices.
• Ongoing process/solution analysis and improvement.

• 5+ years deploying, updating, optimizing and troubleshooting Windows‑based workstations in a corporate environment.
• 5+ years providing support for common corporate client‑side technologies, including wired/wireless networks, VPNs & security tokens, WiFi/broadband technologies, collaboration tools (Instant Messaging, Web Conferencing, Video Conferencing), A/V devices (projectors, presentation boards, etc.).
• Experience deploying images, software & updates with workstation management tools (e.g., MS Deployment Toolkit (MDT), MS Systems Management Server (SMS), MS System Center Configuration Manager (SCCM), MS Autopilot, MS Intune, etc.).
• 5+ years providing support for Windows 10, Windows 11. Windows Server experience a plus.
• 5+ years providing support for MS Office and all major component applications.
• 5+ years providing support for other common corporate client‑side applications (Acrobat, anti‑virus solutions, anti‑malware solutions, softphones, file encryption, screen capture, etc.).
• 5+ years providing support for internet‑based applications using common internet browsers (Internet Explorer, Chrome, Firefox, etc.) & related technologies (Java, Active
  
  X, etc.).
• 5+ years providing on‑site & remote technical support for workstations, applications and networking technologies - in medium to large organizations.
• Macintosh & OS X configuration & support experience a plus.
• Some exposure to implementing and/or supporting virtual servers & desktops using VMware or similar tools.
• Basic understanding of IP addressing, subnets, file/folder mapping, share drives & network printer configuration. Basic file & print server configuration/administration a plus.
• Familiarity with a range of ticket/incident management systems, specifically Service Now.
• Microsoft Active Directory administration.
• Ability to coordinate tasks with vendors to meet service targets & project deadlines.
• Ability to prioritize & multi‑task in a fast‑paced/demanding environment.
• Ability to…