DESKTOP ADMINISTRATOR L2

Wipro Technologies; Plano (TX); On-site; USD 38,000 - 84,000; Full time

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off

Job summary

Wipro Technologies in Plano, TX is seeking an experienced Desktop Support professional to deliver end-user services, troubleshoot issues, and coordinate with other teams to resolve requests. You will monitor queues, escalate when needed, and maintain a high level of customer satisfaction while adhering to group practices.

Responsibilities include IMAC hardware deployments, deskside support, software installations, and 1st/2nd line Help Desk activities.

Qualifications

• The role requires expertise in Desktop Support and handling end-user IT requests.
• Experience in coordinating with other groups to resolve issues.
• Must have 1-3 years of relevant experience.

Responsibilities

• Provide 1st/2nd level Help Desk support and resolve end-user issues.
• Perform IMAC hardware deployments, including installs, moves, adds, changes.
• Install/support/upgrade software and address network-related problems.
• Maintain and update knowledge base and data repositories.
• Achieve target ticket volumes and resolution levels while ensuring customer satisfaction.

Skills

End User Desktop Services

Customer service

Communication skills

Self-starter

Teamwork

Tools

Remedy

Office 365

Windows 10/11

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

• Experience in End User Desktop Services.
• High level of trouble shooting and remediation. Work with resources out of their group, providing coordination. Multi-tasking required.
• Constantly monitor individual queue to resolve routine and non-routine desktop issues and requests
• Escalate issues as appropriate and act as a technical escalation for the end user
• Maintain a high level of customer satisfaction
• Comply with the desktop group practices and procedures
• Update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
• Identify technical and process issues and recommend improvements
• Achieve target ticket volumes and ticket resolution levels
• Responsible for compliance with applicable corporate policies and procedures
• Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
• Follows the processes, practices established for the group

• Coordination and consulting with client areas to help analysis problems and needs and recommend technical solutions
• Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc.
• Perform intermediate-to-advanced deskside support services installing and troubleshooting hardware, software, and network related issues
• Handle software installation/support/upgrades
• Provide 1st/2nd level Help Desk support
• Perform basic LAN and internetworking related activities
• Have strong internetworking and troubleshooting skills
• Have A+ certification & at least one certification from either Cisco or Microsoft
• May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)
• Must be a self-starter and can manage multiple tasks
• Exceptional customer service skills
• Good communication skills
• Ability to work independently or as part of a team
• Self-starter, needs to be able to work on his/her own
• Proficient in Windows 11/10 and 7 and Office Suite/O365

• Mandatory Skills: Desktop Support.
• Experience: 1-3 Years.
• The expected compensation for this role ranges from $37,500 to $83,600 .
• Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience.
• Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.
• Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.