Accountabilities:
Provide desktop support to end-users, including troubleshooting hardware and software issues, installing and configuring desktop systems, and resolving connectivity issues.
Respond to help desk tickets and service requests promptly, escalating issues as needed and ensuring timely resolution within defined SLAs.
Perform hardware maintenance tasks, including installing, upgrading, and repairing desktop computers, laptops, printers, and other peripherals.
Install, configure, and update software applications on desktop systems, ensuring compatibility and compliance with organizational policies.
Provide user training and education on desktop applications, tools, and best practices to enhance end-user productivity and proficiency.
Document technical solutions, troubleshooting steps, and user interactions accurately and comprehensively in help desk ticketing systems or knowledge bases for future reference.
Implement and enforce desktop security measures, including antivirus software updates, system patches, and user access controls, to protect against security threats and vulnerabilities.
Maintain accurate inventory records of desktop hardware, software licenses, and peripherals, tracking asset movements, deployments, and retirements.
Provide remote desktop support to off-site users, using remote access tools and techniques to troubleshoot and resolve technical issues efficiently.
Offer hands-on assistance and guidance to end-users, including setting up new workstations, configuring email accounts, and resolving user account issues.
Bayt
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