The ideal candidate will be someone who can provide in-person/face-to-face and/or remote end user Windows PC support services at our Enterprise Customers site. Supported services include, software break-fix/remediation, Installation, Move, Add, & Change on end user hardware and software. Experience supporting the entire lifecycle of the EUC/PC environment would be beneficial.
MS Office 365
Client Tools (Encryption, Anti-Virus)
Knowledge of enterprise networking and printing
Excellent Customer facing skills
Experience using ticket tools including responding to priorities, timely and relevant updates, use of ticket status (e.g. pend states), prompt closure
PC Imaging / End User Data Back-up
Additional skills include:
Working technical knowledge of standard Windows operating systems and Commercial Off-the-Shelf (COTS) software to allow for resolution of software application issues or full rebuild of the PC (image, applications & client data)
Using client specific documentation provided by client
Resolution of issues with client specific applications using clientprovided Knowledge Base articles
Evaluates unique circumstances and makes recommendations
Experience and understanding of ticketing systems (e.g. Service Manager, Service Now, etc)
Provides End User Windows PC support services at a customer site. These resources will perform in-scope services at the end user desk or services may be delivered in a Walk-in Center where the end user comes for assistance. Tasks performed are incident or service request driven by a standard service level agreement.