End User Computing​/Desktop Support

End User Computing/Desktop Support

Location:

De Pere, WI

The End User computing personnel will be responsible for managing day to day operations of IT Workplace Service at customer premises. The Desktop Technician's role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware, mobile devices, video conferencing and other IT equipment to ensure optimal workstation performance.

The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance where required.

Desktop Support

• Install, upgrade, support and troubleshoot Windows 10, Windows 11 and Microsoft Office and any other authorized desktop/Laptop applications
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Manage and provide technical support for Mobile devices/PDA/iPads etc.
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
• Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Troubleshoot and manage Video conferencing equipment in the region

Asset Inventory Management

• Performs work in compliance within specified warranty requirements
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to ensure proper spare parts levels
• Safely package equipment for branches and arrange for the transport of the equipment
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks or Mobile devices/ iPads that has authorized access to the network
• When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to appropriate Vendor/proper tier 3 support team member
• Develop trends by monitoring and analyzing incoming calls, tickets, problems and support requests

Print Services System/Application/Network Support

• Install, upgrade, support and troubleshoot Enterprise Applications hosted on Windows OS
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems
• Coordinate with network team to provide hands and feet support and help
• Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
• Coordinate Troubleshooting network connectivity in a LAN/WAN environment
• Requesting and coordinating vendor support
• When the restoration is beyond the scope of the Desktop Support Administrator the Desktop Support Administrator will escalate the issue/problem to proper Vendor/tier 3 support team member
• Develop trends by monitoring and analyzing incoming calls, problems and support requests

Operational

• Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator
• Provide user data and application recovery
• Help Users by coordinating Email account administration, i.e., account creation and management and distribution lists on Exchange
• Coordinate User account administration, i.e., account creation and management and password resets on Active Directory
• Troubleshoot problems associated with network connectivity, and workstation hardware/software
• Use appropriate tools and methodologies to load, copy and customize operating system configurations for deployment
• Provides backup support and assistance to the Network Administrator as needed
• Responsible for tracking hardware and software inventory
• Provide Hands feet and coordination support in the Data Center. This includes vendor support coordination as needed by the internal system administration team
• Familiarize end users with basic software, hardware and peripheral device operation
• Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Administrator
• Works with vendor support contacts to resolve technical issues within the desktop environment
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Works with other IT team members for new builds and upgrades
• Dealing with queries by following departmental procedures for fault resolution
• Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
• Arranges for and/or prepares equipment for shipping/receiving
• Maintains I.T. records and tracking for area of responsibility
• Develop sound understanding of IT operations and related…