Syntricate Technologies

Compensation

Full Description

IT Desktop Support Location: Austin, TX (Onsite) Duration: C2C / W2 Contract Job Description • IT Desktop Support experience. • Experience working in a global company. • Strong technical skills in supporting x86/x64 hardware platforms, Windows 10, AppleiOS, and Android mobile OS. • Working knowledge of a range of diagnostic utilities and core applications, including PC diagnostics, SCCM, security endpoint protection software, MFA & VPN. • Experience working in an Active Directory environment including SCCM. Responsibilities • Computer imaging, data transfer, personalization(configuration), scheduling, customer support, and inventory management. • It is anticipated that the qualified individual will be spending 80% of their time working on fulfilling requests and solving computer incidents, and 20% in supporting projects. • Additional responsibilities include mobility support, working with 3rd party vendors, and evaluating policies and processes. • The candidate will be performing varying degrees of problem determination, root cause analysis, and resolution of desktop hardware, software problems, and support items pertaining to mobility. • The candidate will be responsible for effectively using available technical resources and providing the service within established service level. Job Functions • Perform onsite analysis, diagnosis, and resolution of complex desktop/mobility problems for end users, recommend and implement corrective solutions. • Manage and maintain mobility queue and meet SLAs for incoming tickets. Project manage software/hardware rollouts and refresh items. • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations/mobile devices and related hardware and software to deliver required desktop service levels. • Assess the need(s) for and implement performance upgrades to end user workstations/mobile devices, including the installation of these upgrades (for example memory). • Provide technical guidance to other members of the team. • Collaborate with the global IT service desk and 3rd party vendors to ensure efficient operation of the company's desktop/mobility environment. • Receive and respond to incoming calls, pages, and/or e-mails regarding desktop/mobility problems. • Perform subject matter expert duties to other support teams when needed. • Develop and maintain software packages and tools used for software distribution. • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop/mobility operations. • Accurately document instances of desktop equipment or component failure, repair, installation, and removal. Interface with third-party support and equipment vendors