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Deskside support
Location: US-IA-Des Moines
Jobcode: eb8fd79a16c1c98d16358d95423c807f-122020
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- Provide Level 2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.
- Analyze, resolve, respond to, and document end user inquiries
- Install desktop/Laptop software using approved tools
- Troubleshoot operating system
- Troubleshoot connection issues with LAN/WAN
- Update all Service Tickets with accurate and timely records of work performed, and resolution details
- Maintain and contribute to a knowledge base
- Coordinate hardware warranty repair
- Escalate to 3rd party vendors when necessary
- Responsible for raising and coordinating problem management issues
- Perform additional tasks (end user/infra related) when required
- Participate in end user computing projects
- Perform initial triage of printer issues and engage proper teams for resolution
- Strong understanding and skills in SLA, KPI Management
- Lifecycle Management of End User Devices
- Provide Conference Room Support including Video Conference Equipment
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