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IT Desktop Support - L2

Kids Spot • Full-time • Houston, TX, US • 3d ago

Duties and Descriptions for the Desktop Support - Onsite L2:

Install, configure and troubleshoot desktop systems, workstations, servers, and network issues in a heterogeneous environment.
Provide a high level of customer service
Support End User Technology Needs
Provide phone and deskside support to end users across the site
Take ownership of issue/request through resolution or escalation
Analyze hardware and software problems, perform troubleshooting per approved procedures, identify alternative solutions and take appropriate corrective action
Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation
Provide day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware.
Maintain passwords, data integrity, and file system security for the desktop/laptop environment.
Communicate highly technical information to both technical and non-technical personnel.
Support the implementation of new hardware and software solutions, including new acquisitions and upgrades
Participate in or lead the development of information technology and infrastructure projects and help deploy solutions to customers.
Conduct training programs designed to educate an organization's computer users about basic and specialized applications.
Participate in the development, and deployment of Client-Services solutions/services to customers
Provide support to Executives and VIP and demonstrate the capability to responsibly deal with sensitive or confidential information.
Perform 1st line Service Desk function, as needed, that involves receiving and processing requests from customers via telephone, email, and web/online submissions.
Manage request processing within internal and external committed SLAs. Be an expert user of key ITSM tools
Develop IT Knowledge Base articles for user education and reduction of repeat requests from customers.
Identify patterns of break-fix in the Client PC environment and conduct problem-management analysis to reduce defects in our environment. Develop Root-Cause-Analysis for high-impact problems and communicate with IT management and key customer executives.
Contribute requirements to the design, testing, deployment, and support of a standardized desktop and laptop image consisting of the operating system and all supported applications
Review and make updates to windows logon scripts, and registry keys as an expert on the Windows PC environment.
Provide Hands & feet support for the infrastructure team as needed

IT Desktop Support - L2 Qualifications

Computer Degree
A++ certification
Communication skills
Ability to explain technical concepts to inexperienced users
Time management skills

Job Posted by ApplicantPro

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