L2 Desktop support

Responsibilities Ability to work within multiple sites, including travel to different locations as required by the customer. Physically fit to walk through large areas. Ability to work after hours and weekends if necessary. Knowledge using ServiceNow as the ticketing tool. Provide technical assistance and support, resolving problems related to computer hardware and software for end users. Analyze, resolve, respond to, and document end‑user inquiries. Install desktop/laptop, printers/scanners, and other peripheral software using approved tools. Troubleshoot operating‑system issues and connection issues with LAN/WAN. Update tickets with accurate and timely records of work performed and resolution details. Maintain and contribute to a knowledge base. Coordinate hardware warranty repair. Perform inventory management activities in coordination with asset management and other corporate groups. Escalate to 3rd‑party vendors when necessary. Raise and coordinate problem‑management issues. Provide on‑site operational support for remote management, installation and troubleshooting of data‑center equipment. Manages end‑user incidents and requests, serving as the go‑to person for all plant IT related requests (password resets, access, etc.). Handle all user‑related IT requests such as IMAC, break‑fix, and refresh. Manage IT assets, inventory, and stock‑room operations, including asset tagging and updating inventory in CMDB. Configure and support handheld/high‑jump scanners. Perform preventive maintenance checks on all handheld devices. Configure and support radio equipment. Handle shipping and receiving of assets requiring repair from OEMs, including scanners and handhelds. Install, reset, and add production devices (including handhelds) to networking systems. Configure and support thin clients and applications on iPads. Coordinate printer services and act as single point of contact. Address L1 printer issues; require AS400 knowledge for production printer support. Provide touch support / smart‑hands support to verify functionality or testing. Monitor PRTG tool for plant network devices. Coordinate with critical facilities team for power‑related work. Coordinate with 3rd‑party vendors for installation/fixtures for non‑IT requests such as Henderson, OneNeck, and C&W. Escort vendors or coordinate vendor work, primarily for network cabling, data‑center work, ATT, OEMs. Act as backup for locations where L3 presence is limited, providing backup during production additions or OOO situations. Maintain an elevated skill set up to L2.5 to provide backup support for L3 resources as needed. #J-18808-Ljbffr