Desktop Support Specialist

Service Global, Inc.; Glendale (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

Service Global, Inc. is seeking a professional in Glendale, Arizona to manage hardware and software incidents for desktop devices. The role involves supporting standard and approved hardware/software throughout their lifecycle, including remote management and optimization.

The ideal candidate requires a strong knowledge of the Windows 7 operating system, with a preference for experience in MAC devices and relevant ITIL processes. This position also provides VIP support and serves as a contact for IT-related issues at the site.

Qualifications

• Knowledge and experience on Windows 7 OS.
• Good understanding of ITIL process for Incident, Change, and Problem management.
• Experience with Service management tools like Service Now.

Responsibilities

• Manage desktop device incidents through to resolution.
• Monitor security profiles on all Desktop Devices.
• Provide VIP support for desk-side issues and act as the point of contact for IT-related issues.

Skills

Windows 7 OS

EUC tools

Service management tool – Service Now

MS Office

VPN support

MAC devices

Education

Associate degree in electronics

Bachelor's Degree preferred

Tools

Remote support tools

Job description

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and desk-side support services.
• Manage hard and soft break-fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of desktop devices using appropriate tools).
• Support, Manage, Optimize and Maintain the configuration and installation of the desktop, to include, but not be limited to, patch updates and hardware replacements with spares provided by the vendor.
• Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.
• Ensure that each desktop device is installed with the appropriate desktop image.
• Manage desktop device (hardware and software) incidents through to resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
• Provide VIP support for desk-side issues per contract and be point of contact at the site for all IT-related issues if no other IT support team unavailable like for MI calls.
• Requirements: Knowledge and experience on the Windows 7 OS
• Good to have knowledge in AD and smart hands and feet support.
• Good to have—knowledge and experience of supporting MAC devices and tablets
• Experience with Service management tool – ex – Service now
• Should have good expertise on EUC tools, remote support tools, MS Office, and Outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management
• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics required; Bachelor's Degree preferred.