Job Description
Job Description
Responsibilities:
• Deliver technical support for end users by diagnosing and resolving desktop, laptop, software, and peripheral issues in a timely manner.
• Provide break/fix services for hardware and software problems, ensuring minimal disruption to business operations.
• Prepare, configure, deploy, and replace end-user machines while supporting workstation setup and rollout activities.
• Reimage devices and apply required updates to maintain system performance, security, and standardization.
• Use remote support tools such as Bomgar to troubleshoot user issues and provide assistance without requiring an on-site visit.
• Manage and document incidents and service requests through ServiceNow, maintaining accurate ticket details and follow-up actions.
• Support device administration and endpoint configuration activities, including work performed through Microsoft Intune when needed.
• Assist with user environment support across technologies such as Active Directory, Citrix, Dell hardware, Microsoft platforms, and Mac computers.
• At least 2 years of experience in end-user support, desktop support, or a closely related IT support role.
• Practical background in troubleshooting computer hardware, software applications, and break/fix issues for end users.
• Experience with machine imaging, deployment, configuration, and workstation rollout processes.
• Familiarity with remote support tools
• Working knowledge of ticket management systems such as ServiceNow for incident tracking and resolution.
• Exposure to Microsoft technologies, Active Directory, configuration management, and deskside support environments.
• Experience supporting enterprise hardware platforms, including Dell systems, with additional familiarity with Mac devices preferred.
• Knowledge of Intune, Citrix technologies, and endpoint support practices is preferred.