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Desktop Support Engineer
Desktop Support EngineerSISL Global • Buffalo, NY, United States
Desktop Support Engineer

Desktop Support Engineer

SISL Global • Buffalo, NY, United States
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  • [job_card.full_time]
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Job Title : Desktop Support Engineer

Location : Buffalo, NY

Duration : Fulltime

Responsibilities

  • “Break Fix” support incorporates the IT Onsite Desktop diagnosis and repair of hardware / software by replacing faulty components or configuring replacement equipment
  • OEM Vendor co-ordination for faulty or new hardware requirements
  • “IMAC” is an industry term for Install, Move, Add, Change of IT equipment. Typically, this would include configuration and installation of equipment for new users, moving equipment from one location to another within a site and upgrading hardware, de-installation of software / application

“Desk Side Support” includes all types of physical assistance required at the desk of an end user to resolve IT related issues

In Scope :

  • Incident Management for Endpoint Devices - Laptop / Desktop / Mobile Devices along handling hardware issues for Monitors and Printers (Best effort basis and accordingly co-ordination with OEM vendor)
  • Hands and Feet support for Video Conferencing equipment and rooms, coordinate with resolver teams / OEMs for any additional support
  • Co-ordination with OEM on Hardware / Software issues
  • Ticket information documentation using ITSM tool.
  • Perform advanced troubleshooting - technology and applications troubleshooting / repair / resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles / tablets)
  • Deployment and configuration of new hire equipment (Manually and / or using automated Tools)
  • Deploying and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging Autopilots, Microsoft Intune, JAMF, and other system management tools
  • Hardware and software provisioning (check-in and check-out)
  • Coordinate with the other IT groups to achieve the committed SLAs and deliver world-class customer service
  • Articulate technical solutions to non-technical users in simple and easy to understand terms
  • Occasional work to move / lift IT gear (PC’s and Laptops) and move within the site (which involves less than 4 hours of human effort per location per month) – (Ex : Movement of PC from one floor to another)
  • Uplift and reimage of leaver equipment and update of asset management system / CMDB.
  • Update of asset management system / CMDB according to Joiner Mover Leaver Process
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