IT Desktop Support

POSITION PURPOSE

• Provide support and complex problem resolution for computer systems, communications devices, mobile devices, network connections, software applications. Users are geographically distributed throughout the United States and Canada.

• Ensure compliance to Corporate IT standards and policies.

PRIMARY DUTIES / RESPONSIBILITIES

Responsible for all walk-up advance support at site area locations

Troubleshoot and resolve all issues related to computer hardware, operating systems, company-approved applications, and network connectivity. Working with 3rd party vendors as necessary.

Responsible for all equipment setups re-images & software installs

Implementing software and hardware updates and upgrades in compliance with the Veolia Network Operations Center guidelines

Organize and prioritize a regularly changing workload with minimal supervision.

Assist in the development and maintenance of Support Center documentation as needed in Confluence

Report any support trends to the IT Operations Manager and Team Lead

Process all Service Now tickets within established SLA's.

Research and testing of new technology

Travel to regional locations for support as needed

Supervise the Tier 1 Deskside Support Analyst tasks

Provide Tier 2 level support to the Deskside Analyst and users from the office

Work with other Deskside staff across all Veolia entities on different IT projects

QUALIFICATIONS

AA Degree or technical school certificate in an IT-related field preferred.

Four or more years of experience in IT support.

Highly proficient in common computer applications and operating systems especially MS Windows 10, MS Office, and Google Workspace.

Experience installing, maintaining, and troubleshooting computer and communications hardware.

Experience in use of routine and advanced Service Desk tools and techniques (remote assistance, PC Imaging, ticketing and knowledgebase systems).

Experience supporting smart phones, tablets, wireless technologies, networks and operating systems.

Experience with Active Directory, Google Workspace, Imaging, Citrix, Cisco VPN, TCP/IP, Service Now or other ticketing system, MDM, Office 365, Ring Central, Zoom, and Remote tools.