MAIN DUTIES AND RESPONSIBILITIES
Day-to-day IT helpdesk
- Record user requests received by phone, email, and walk-in.
- Inform supervisors of incoming request, escalate VIP users’ requests.
- Provide 1st level support to users.
- Confirm the issue with the affected user, categorize the ticket.
- Prioritize issues, and ensure that your tickets can be resolved within the SLA.
- Search internal knowledge base for solution to known issues.
- Manage directly all tickets for Dell desktop and laptops, Windows 10, Office 365, Adobe suite, AutoCAD, SolidWorks, and Ricoh printers.
- Escalate tickets for ERP, Business Intelligence, Reporting, and SharePoint to the IS team.
- Escalate tickets for Network, System, Active Directory, Office365 to the IT team.
- Keep users updated daily on the progress to resolve their issues.
- Confirm issue resolution with the user, mark the ticket as resolved.
- Submit new knowledge base articles for review by your supervisor.
Day-to-day computers management
- Manage directly the setup of Dell desktops and laptops, using Dell K2000 imaging system.
- Manage directly the rotation of Dell desktops and laptops between users, using Dell K2000 imaging system.
- Manage directly the setup of Windows 10, Office 365 and other applications, using Dell K1000 deployment system.
- Manage directly the setup and transfer of user profile and application settings, using Dell K1000 deployment system.
- Conduct quarterly preventive maintenance on all Desktops and Laptops, using Dell K1000 scripting & inventory system.
- Prepare for your supervisor reports on quarterly maintenance status and issues found.
Educational Background:
Requires a Bachelor’s Degree in Computer Science/Engineering or related fields and 2-6 years of experience in the field.