Desktop Support Technician

Job Overview

As a Tech 2, you will serve as the primary on-site or sole point of contact, providing desktop hardware installations, device swaps, automated builds, and desk-side support while addressing walk-up hardware and software queries and managing repairs through warranty processes.

You will maintain accurate records in ServiceNow, conduct proactive desk and meeting room checks, support troubleshooting for meeting rooms, strictly follow established procedures, and escalate issues to Team Leaders when necessary.

Key Responsibilities

• Working either within a team on site or as the single point of contact for site.
• Provide desktop hardware installation and swap services and assist users if required.
• To start automated builds and simple scripted post-login configuration on laptop computers in the case of software failure and manage hardware repair through the customer defined warranty routes where required.
• Provide desk side support functions to the customer if needed and handle walk-up queries for software and hardware issues.
• Upkeep of system records, principally ServiceNow. Strict adherence to procedures, scripts and polices is a must.
• Proactive scheduled desk and meeting room checks to ensure maximum possible availability.
• Meeting room support and fault diagnosis.
• Ensure the Team Leaders are aware of any issues or potential escalations.

Additional Information: Interview Process: In Person / Teams/Telephonic