IT Desktop Support Engineer (Backfill)

IT Desktop Support Engineer - Backfill

Location: Phoenix, AZ

Job Purpose: The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

Operation Roles and Responsibilities

Basic experience in IT industry

Good client management & communication skills

Good understanding of ITIL concept & Service Now

Computer OS/Peripherals troubleshooting. Asset/Inventory Management

Ensure tickets are updated on time and adhere to required SLA.

Handling different PC operating systems (Windows 7, 10)

Handling end users' incidents and IMAC requests using Service NOW ticketing tool

Performing Hardware/Software installation (understanding of deployment tools like SCCM)

End-user support Break fix & Service Requests

Desktop/ Laptop/Network Printers Management.

Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)

Image Deployment using SCCM & Auto Pilot

VDI technologies Citrix Xendesktop, Azure cloud PC.

Laptop AV/endpoint security Management for Mcafee, Cortex XDR.

User Data Management (OneDrive, Office 365)

Refresh of old asset from windows 7 to windows 10.

MTR Video conference support for meeting room and events.

Vendor coordination for hardware/spare replacement

Incident Management, service Request management, asset Management

Support Queue Management to avoid and SLA misses

Ability to work independently and in a team environment.

Ability to communicate well with internal and external contacts.

Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.

Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.

Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.

Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to vendors in accordance with Help Desk escalation processes.

Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.

Responsible for successful deployment and upgrades of laptops & workstations.

Ability to work independently and in a team environment.