Desktop Support & Troubleshooting Specialist

Wipro; 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 in Plano, TX is seeking an experienced End User Desktop Services professional to provide deskside support, hardware deployment, software installs, and ticket resolution. You will coordinate with client areas, perform IMAC services, and ensure high customer satisfaction.

The role requires 1–3 years of experience, A+ and at least one Cisco or Microsoft certification, strong communication, and the ability to work independently or in a team environment.

Qualifications

• 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

Responsibilities

• 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

Skills

A+ Certification

Cisco Certification

Microsoft Certification

Customer Service

Communication Skills

Deskside Support

Windows 10/11

Office 365

Networking

Self-starter

Tools

Remedy

Printers

PCs/Laptops/Hardware

LAN Troubleshooting

Job description

Wipro in Plano, TX is seeking an experienced End User Desktop Services professional to provide deskside support, hardware deployment, software installs, and ticket resolution. You will coordinate with client areas, perform IMAC services, and ensure high customer satisfaction.

The role requires 1–3 years of experience, A+ and at least one Cisco or Microsoft certification, strong communication, and the ability to work independently or in a team environment.