Join Us AS Desktop Support
Company: Novalink Solutions
Job description: Job Description:DPI – Desktop Support IVJob Description – DetailsCustomer service focused technical support, problem diagnosis, troubleshooting, resolution,security, and maintenance of end-user devices and other related technologies and systems inan enterprise networked environment.1. Provide advanced troubleshooting and diagnosis of complex systems to resolve problemswith desktop computers and determine when to escalate issues to System Engineers forresolution.2. Provide Help Desk staff with guidance on effective use of remote support tools for efficientend user support strategies and use remote tools to connect, diagnose, and resolve technicalsupport issues as necessary.3. Support Wi-Fi connections/issues on both Agency provided equipment and guest/extranetWi-Fi services.4. Setup and support PC hardware, peripherals, software and related devices.5. Diagnose, research, and identify solutions as required to resolve reported system issues,escalating or teaming with System Engineers as necessary.6. Install and support Microsoft client operating systems in an Enterprise environment.7. Install and support office productivity software, client and cloud-based.8. Support, install, administer, configure, and maintain commercial software applications asneeded via an automation platform, including self-service access for user softwareinstallations.9. Follow agency protocols regarding use of directory services for managing access anddeployment of device policy and account rights.10. Diagnose and resolve potential end user security breaches such as malware infections orescalate, as appropriate, to agency security leads.11. Assist in monitoring systems that track security across hardware and software on end-userdevices.Enterprise Device Configuration Management, Automation, Administration, and Leadership1. Administer asset management platform for the automated inventory and tracking of deviceassignment and licensing of software for managed computers.2. Act as Technical Service team’s liaison to other teams when dealing with intake, transfer, androuting of user-reported incidents.3. Provide experience-based strategy and continuation planning for projects, including foresightand pre-planning where necessary.4. Administer the device operating system deployments and computer management automationplatform (currently System Center) for the agency.5. Lead team efforts to create, update, and troubleshoot software deployment platform.6. Train new Help Desk employees as needed and provide documentation7. Perform comprehensive configuration management of computer settings to ensure propersecurity and feature availability.8. Support the installation, configuration and maintenance of commercial software applicationsas needed via automation platform, including self-service access for user softwareinstallations.9. Participate in ongoing improvements regarding use of directory services for managing accessand deployment of device policy and account rights.10. Manage endpoint protection including automated remediation and updates.11. Certify new equipment standards including laptops, monitors, docking stations.Technology Help Desk Coordination and Documentation.1. Provide direction and guidance for the processing and resolution of help desk tickets.2. Determine best mechanisms for assignment of help request tickets among team.3. Determine points of escalation for technology help from System Engineers by reviewingissues prior to escalation, whenever possible.4. Document knowledge in the form of knowledge base tech notes and articles5. Help create and modify technical help documents and FAQs for managed devices incoordination with requirements per System Engineers.6. Provide input on increasing and improving efficient end user support strategies.7. Work within the team to establish and maintain documentation on all platforms, protocols,standards, and system maintenance activities related to device management andtroubleshootingRequirementsTop Skills & Years of Experience:– Excellent Customer Service and problem-solving skills required.– Familiar with a variety of the concepts, practices, and procedures.– Account management, device imaging and deployment, application deployment, and integration of agency configuration management for Help Desk staff to use dailyNice to have skills:– Relies on extensive experience and judgment to plan and accomplish goals. Independently performs a variety of tasks.– 10+ years of experience in the following:– A wide degree of creativity and latitude is expected.
Expected salary:
Location: Madison, WI
Job date: Sun, 01 Sep 2024 04:31:08 GMT
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