What are the responsibilities and job description for the Desktop Support position at Purple Drive Technologies LLC?
Job Details
Provides second-line investigation and diagnosis.
? Resolves and closes incidents/service requests as per the procedures & allocated timelines ? Logs relevant incident/service request details as per process in ITSM tool.
? Communicates with client regarding incident progress
? Ensures tickets are updated at all times until issues are resolved
? Complies with Quality Health Safety Environment (QHSE) and IT policies
? Liaises with clients, IT support groups and 3rd party providers when necessary
? Performs staging of PCs? Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
? Conducts hardware and software maintenance and support
? Troubleshoots and resolves PC incidents and/or VIP requests
? Assists with Site Security Officer (SSO) on IT security issues and virus elimination
? Creates/maintain documentation for scope of work
? Special events coverage, meeting room & VCON & voice devices support
? Centralized hardware and Spare part stocking and local site inventory management and asset management? Stock management
? Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)
? Hardware vendor coordination for Break fix
? Imaging & provisioning of devices. Setup and build workstations
? Update AMDB including hardware and software
? PC and other devices - logistics management
? Coordinate activities with third parties to resolve the IT issues or complete service requests
? Follow standard operating procedures as documented in the knowledge management system.
? Providing trainings / demo
?s when needed to end users
? Onsite admin tasks e.g. backup, OS migration.
? Onsite Operational support of Industrial mobility devices
? Mobility - Operational support for company owned mobile phones / tablet devices and BYOD
? Asset Disposal ? Coordinate with regional/global support groups for end-to-end request resolution and escalation.
? Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting
? Operational support for non-network connected HBO AIO Printer / Scanner / Fax ? Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines
