Job #: 2467
Title: Desktop Support
Receive and respond to incoming phone calls, tickets, and e-mail requests for support. • Submit, assign, and monitor tickets in Service Now queue. Prioritize the workload based on sensitivity and impact, follow up on open tickets to make sure issues are resolved within the SLA. • Deliver white gloves service for senior management and VIP users. • Assist with AV setup for conference calls, board meetings, and town halls. • Plan, oversee and execute user moves in the evenings and/or weekends. • Manager user onboarding activities – accounts setup, entitlement updates, virtual and physical workstations provisioning, desk setup, etc. • Provide support for Windows OS, desktop applications, vendor applications, Active Directory, network connectivity, printers and other peripherals, hardware support, remote connectivity. • Perform workstation patching, application deployments and software upgrades • Must strive to provide exceptional customer service for the users on a consistent basis, exhibit empathy to user problems and take full ownership of providing prompt support for all IT needs. • Manage problems through resolution with clear communication and status updates for affected users and management. • Write technical procedures for configuration and deployment of hardware, software and related products. • Participate in on-call rotation for support issues raised outside of business hours and on the weekends. • Manage VOIP phones, turrets and mobile devices • Collaborate with infrastructure and network administrators to ensure efficient operation of the desktop computing environment. • Provide operational support and administration for various application servers and systems as necessary. • Conduct independent research by reading knowledgebase articles, manuals, and procedure documents.