End User Support Specialist

Sharp Brains; Nampa (ID); On-site; USD 45,000 - 65,000; Full time

Job summary

Sharp Brains is seeking an experienced Onsite IT Support Specialist to manage desktop devices for a dynamic user base in Idaho. You will handle hardware, software and connectivity incidents through resolution, administer Active Directory, SCCM, Intune, and provide VIP desk-side support.

Responsibilities include deploying desktop images, patch updates, printers and scanners management, and optimizing support workflows using ServiceNow.

Qualifications

• 2-4 years of experience in Onsite support.
• Proficient with Windows OS and MS Office suite.
• Experience with desktop imaging, patch management, and hardware lifecycles.
• Familiar with ServiceNow for ticketing and incident management.
• Experience with SCCM and Intune for device configuration and maintenance.
• Knowledge of Active Directory and remote support tools.
• Experience supporting MAC devices and tablets is a plus.
• Printer and Scanner administration and basic peripherals support.
• Troubleshooting Active Directory and SCCM issues; deploying software via SCCM.

Responsibilities

• Manage Desktop Devices (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 support and maintenance on Desktop Devices for their lifecycle.
• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, including patch updates and hardware replacements.
• Experience with ServiceNow for incident tracking and resolution.
• Deploy, manage, and maintain software packages, updates, and patches using SCCM and Intune.
• Monitor security profiles and anti-virus software on all Desktop Devices and ensure compliance.

Skills

Onsite support

Windows OS

MS Office & Outlook

VPN & mobile device support

VIP desk-side support

Active Directory

Printers & Scanners

Remote management tools

Tools

ServiceNow

SCCM

Intune

Lync

Job description

• 2-4 years of experience in Onsite support
• Knowledge and experience on windows OS
• Manage Desktop Devices (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 limited to, patch updates, hardware replacements, with spares provided by vendor.
• Experience with Service management tool – ex – Service now
• Experience with SCCM (system center configuration manager) and Intune.
• 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.
• Analyze 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.
• 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.
• Good to have – knowledge in Active Directory and smart hands and feet support.
• Good to have – knowledge and experience of supporting MAC devices and tablets
• Administration of Printers and Scanners.
• Troubleshoot and resolve issues related to Active Directory and SCCM (System Center Configuration Manager).
• Deploy, manage, and maintain software packages, updates, and patches using SCCM. Monitor software distribution and handle inventory and reporting.