Administrator - Desk Side Services, AMT Asset Management Software

Administrator - Desk Side Services, AMT Asset Management Software

Lucerne-Stadt District, Lucerne

• Deskside / Desktop / End User Computer support in a corporate environment.
• Troubleshooting and resolving software issues.
• Install, configure, reconfigure or reinstall software including remote support.
• Support Mac OS, Windows OS, Microsoft Office 365, Smart Phones, AV Conferencing Systems, Printers and PC hardware.
• Categorize and prioritize end user support requests and service requests by utilizing the Service Now ticketing system to track tickets and provide up-to-date status and information.
• Research and follow appropriate KB articles.
• Strong Microsoft Office 365 skills (Outlook, Word, Excel, PowerPoint).
• Maintain system configurations and KB documentation; provide updates to articles as needed.
• IMAC Support – IT equipment Install/Move/Add/Change/Decommission.
• Smart Hands support for networking, server, and telecommunications technologies.
• Printer and peripheral device support.
• Physical Inventory management of IT assets including asset auditing.
• Provide Executive VIP support as needed.
• Support additional corporate and retail locations as needed.
• Reimaging computers/hard drives in accordance with customer standards.
• Take ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.
• Train and orient staff on use of hardware and software.
• Perform other duties as assigned.

• Bachelor’s degree from an accredited higher-education institution and/or seven years relevant experience.
• Strong knowledge and experience with Windows and Mac OS X operating systems.
• Good understanding of Network Infrastructure, network, systems and configurations.
• ITIL Foundation Certification.
• A+ certification plus one, preferably two, of the following certifications: N+, MCP, MCDST, MCSA, CNCT, CST, CNST, Apple Certified (ACHDS, ACTC, ACDT, ACPT).
• Team player, possess strong communication skills, and a strong customer-centered philosophy.
• At least 3 years of experience in desktop support and field services role.
• Dell Certified Technician for ordering parts through OEM and parts replacement.
• Strong Apple ISO and mobile support (MDM Support).
• Broad understanding of Mac OS Management tools especially JAMF Product Suite.
• Experience in operating system deployment (SCCM and macOS 10.15 or later).
• Need to work from office all 5 days a week with a couple of exceptions.

• Provide technical support for desktop computers, applications, and related technologies.
• Support Mac OS, Windows OS, Microsoft Office 365, smart phones, AV conferencing systems, printers, and PC hardware.
• Troubleshoot and resolve software issues; install, configure, and reinstall software including remote support.
• Categorize and prioritize end-user support requests and service requests. Utilize Service Now ticketing system to track tickets and provide status updates. Follow and update Knowledge Base (KB) articles for issue resolution.
• Support the installation, move, addition, change, and decommission of IT equipment (IMAC support). Provide support for printers and peripheral devices. Reimage computers/hard drives according to customer standards.
• Provide “Smart Hands” support for networking, server, and telecommunications technologies. Maintain system configurations and KB documentation.
• Manage the physical inventory of IT assets including asset auditing.
• Provide technical support for executives and VIPs as needed. Support additional corporate and retail locations as required.
• Train and orient staff on the use of hardware and software. Maintain accurate and thorough documentation.
• Take ownership of issues from end-to-end to reach a resolution. Provide consistent and excellent customer support to all staff levels. Maintain a positive attitude and high level of professionalism even under stress.
• Collaborate with subject matter experts for complex problem resolution. Communicate effectively with end users, managers, and local technical staff.

• Additional Duties:
  Perform other duties as assigned. Handle challenging rapid-response user support. Balance, prioritize, and organize multiple tasks…