Desktop Support Technician

Deliver onsite and remote support for end users, resolving incidents relating to EUC equipment including desktops, laptops, peripherals, and mobile devices. • Provide Break/Fix support, troubleshooting, and issue resolution for hardware and software failures. • Initiate and manage the creation of tickets for each reported issue, ensuring that all incidents are accurately logged and tracked through resolution. • Conduct pre-installation and site surveys in alignment with requirements for network connectivity, power, and coordination with third-party suppliers. • Perform IMACD (Install, Move, Add, Change, Dispose) hardware and software operations as per service requests. • Carry out asset refresh activities and manage the disposal of hardware in accordance with company policies. • Issue loaner devices or software for repairs or in cases of lost/stolen equipment, including data backup and recovery. • Coordinate and manage warranty repairs with hardware vendors and facilitate IT equipment returns under asset management guidelines (including legal hold PCs). • Assist users by providing support through SmartHubs installed at designated sites, ensuring seamless access to remote troubleshooting and device assistance. • Perform proactive PC health checks using prescribed tools, addressing performance or hardware issues during field visits. • Document and update knowledge base & runbooks. • Support conference room technology by conducting weekly checks and resolving identified issues proactively. • Assist with IT equipment setup, testing, and support during events, ensuring readiness and functionality of all required devices. • Manage IT equipment disposals and coordinate with preferred suppliers for proper decommissioning and recycling. • Document and maintain accurate records of all activities, site visits, and incident resolutions in the approved ITSM tool. • Assist users with activities including but not limited to IT equipment moves, peripheral installation and configuration, onboarding and offboarding requirements • Comply with company practices, guidelines, and security requirements at all times, maintaining professionalism onsite. • Engage in continuous improvement initiatives to optimize field support delivery and enhance end user satisfaction. • Coordinate with specialized IT teams for escalations and advanced technical support • Forward unresolved tickets to the relevant specialized teams for escalation when issues cannot be resolved by Deskside support. • Must have a valid driver’s license. • The Technician should be available for On-Call and weekend availability for priority tickets