Desktop Support Technician

eHub Global Inc; Dallas (TX); On-site; USD 52,000 - 78,000; Full time

Job summary

eHub Global Inc is seeking a IT Support Specialist in Dallas to provide end-user support for computers and network systems, ensure incident and service request closure per SLA, and maintain security and governance of the enterprise IT environment.

The role covers desktop hardware customization, deployment/test of desktop images, and collaboration with global IT teams on infrastructure initiatives requiring strong Windows and networking knowledge.

Qualifications

• In-depth knowledge of Windows desktop technologies.
• In-depth knowledge of desktop and laptop hardware.
• Intermediate knowledge of TCP/IP, DNS and internetworking technology.
• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Knowledge of ITIL.
• Knowledge of server, voice & communications infrastructure.

Responsibilities

• Single point of contact for end users to receive support and maintenance for computers and network systems.
• Ensure incidents and service requests are resolved to user satisfaction.
• Meet SLA response and resolution objectives.
• Install, upgrade, support and troubleshoot printers and peripheral equipment.
• Collaborate with cross-functional teams on infrastructure projects and initiatives.
• Maintain security measures and governance policies across IT infrastructure.
• Customize desktop hardware to meet site standards and user specs.
• Diagnose and resolve Windows application and network issues to minimize downtime.
• Provide and support data centre activities and document communications with IT teams.
• Escalate issues to experts when needed and ensure timely resolution.

Skills

Windows desktop

Desktop hardware

TCP/IP networking

Microsoft Office

ITIL

Server & Communications infra

Tools

Intune

SCCM

Active Directory (AD)

DHCP

DNS

Remote control tools

Windows Deployment Services (WDS)

Job description

• Single point of contact for end user to receive support and maintenance for computers and network system
• Ensure that Incidents and Service Requests have been dealt with to the Business user’s satisfaction
• Ensure that response time and resolution time objectives are met as defined in the SLA
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Implement and manage security measures to protect the infrastructure from vulnerabilitie
• Collaborate with cross functional teams to support infrastructure related projects and initiative
• Collaborate with business and global IT teams to identify infrastructure requirements, analyze needs, and propose solutions aligned with enterprise IT standards and policies
• Ensure adherence to security, compliance, and corporate IT governance policies.
• Customize desktop hardware to meet user specifications and site standards
• Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
• Working knowledge of Intune, SCCM, AD, \ DHCP, DNS and remote control tools
• Troubleshooting network connectivity in a LAN/WAN environment
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
• Work with WDS Management team to test and deploy desktop images
• Provide and support Data Centre Activities
• Support all Microsoft, third party and internally designed applications.
• Provide detailed documentation and communicate precisely with other IT teams as required.
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Ensure that there is sufficient support to clients and provide friendly customer service
• Works with vendor support contacts to resolve technical problems
• Knowledge of all software applications used within the organization
• Responsible for tracking hardware and software inventory

Skills:

• In depth knowledge of Windows desktop technologies
• In depth knowledge of Desktop and laptop hardware
• Intermediate knowledge of TCP/IP, DNS and Internetworking Technology
• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Knowledge of ITIL
• Knowledge of Server, Voice & Communications Infrastructure