Key Responsibilities:
Desktop Hardware & Software Management:
- Administer, configure, and support desktop systems (laptops, desktops, thin clients) for users, ensuring they are set up and ready for use.
- Install, configure, and maintain operating systems (e.g., Windows, macOS) and software applications across all desktop devices.
- Manage software installations, updates, and patch management for operating systems and software applications, ensuring they comply with security standards.
- Support the rollout of new hardware and software systems, including system imaging, configuration, and deployment.
End-User Support:
- Provide tier 1/2 support for end-user issues related to desktop systems, software, network connectivity, and peripherals.
- Troubleshoot and resolve desktop-related issues related to hardware, software, and network connectivity, ensuring minimal disruption to end users.
- Provide user training on software usage, best practices, and troubleshooting techniques to enhance end-user productivity.
Device & User Management:
- Administer Active Directory and other user management tools to ensure proper user provisioning, authentication, and access control for desktop systems.
- Manage user desktop configurations, including security settings, group policies, and network drives.
- Monitor user desktop systems for performance, ensuring they are running optimally and securely.
- Provide support for mobile device management (MDM) solutions, ensuring secure access for mobile and remote users.
Security & Compliance:
- Ensure that desktops are configured to meet security requirements, including antivirus/antimalware software, firewall settings, and OS-level security policies.
- Ensure desktops are compliant with corporate security policies, including data encryption, password policies, and multi-factor authentication (MFA).
- Monitor desktop systems for vulnerabilities and apply patches and updates as necessary to protect against security breaches.
- Support remote desktop access and VPN services to ensure secure, reliable connections for remote workers.
Incident & Problem Management:
- Track, manage, and resolve support tickets related to desktop hardware, software, and network issues in accordance with SLAs (Service Level Agreements).
- Identify recurring desktop-related issues and work with the infrastructure and development teams to implement long-term solutions.
- Maintain a knowledge base of common issues and resolutions to improve efficiency in troubleshooting and resolution.
Configuration & Automation:
- Use SCCM (System Center Configuration Manager) or other automation tools to deploy software updates, patches, and configuration changes to desktops across the organization.
- Assist in creating system images for rapid deployment of desktop devices, ensuring consistency and security.
- Support configuration management tools to automate and manage desktop deployments, ensuring they meet company standards.
Documentation & Reporting:
- Maintain up-to-date documentation for desktop systems, including inventory management, configurations, support procedures, and troubleshooting guides.
- Prepare regular reports on desktop system performance, incident trends, and user satisfaction for management review.
- Document all desktop configuration changes, software installations, and system issues to ensure proper change management procedures are followed.
Collaboration and Vendor Management:
- Work closely with the IT infrastructure team to ensure proper desktop integration with networking, server, and cloud systems.
- Collaborate with third-party vendors for hardware and software support, ensuring effective resolution of issues and timely updates.
- Ensure the timely procurement of desktop hardware, peripherals, and accessories in accordance with business needs.
Required Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 2+ years of experience in desktop support, desktop management, or IT infrastructure services.
- Strong understanding of desktop operating systems (e.g., Windows 10/11, macOS, Linux).
- Experience with desktop management tools like SCCM, JAMF, or MDM solutions for device and software management.
- Hands-on experience with Active Directory, Group Policy, and user management.
- Familiarity with remote desktop services, VPNs, and cloud desktop solutions.
- Knowledge of desktop security best practices, including data encryption, antivirus software, and patch management.
