Job Description

Job Title: Desktop Support Tech/ L2

Location: Plano, TX 75024

Pay Rate: $21.50/hr on W2

Duration: 06+ Months (Possibility of Extension)

Key Responsibilities

• The candidate should be a highly motivated team player with the skills and ability to effectively manage changing priorities, to create, maintain, and publish relevant support documentation to assist all end users in quickly resolving their incidents and service requests, ultimately promoting greater self-sufficiency among users.
• Support remote Desktop Engineering teams in Application Packaging, Software Distribution, Image Management, Mobile Device Management, End User Workspace Security Management, and Desktop Virtualization.
• Can offer priority services for executive and VIP users.
• Take ownership of issues by analyzing problems to implement quick solutions and restore service to the customer, escalating to other support teams as needed.
• Can provide services like a rotating fleet, similar to the Apple Genius Bar.
• To provide exceptional customer service, ensuring all customers are treated efficiently and appropriately.
• Use strong verbal communication skills to engage effectively with both technical and non-technical colleagues at all organizational levels.
• Be open to participating in training to stay updated with the latest technology and internal system processes.
• Install, upgrade, support, and troubleshoot Windows, Mac, and other authorized desktop software and applications.
• Provide onsite support to TCS, customers, and OEM SMEs for installing, upgrading, and troubleshooting network and compute devices.
• Provide advanced support for complex issues regarding End User Workspace hardware, software, and applications.
• To accurately record, update, and document requests using the IT service desk system.
• Install, upgrade, support, and troubleshoot end-user workspace hardware, including desktops, laptops, printers, mobile devices, video conferencing equipment, and any other authorized peripheral devices.
• To contribute in reporting to TCS and customer requirements.
• Comply any additional tasks assigned that are within the individual's skill set.
• Carry out routine preventative maintenance tasks on both devices and software.
• Follow and implement the instructions given by Subject Matter Experts.
• To help users with any recorded IT-related incidents when requested.
• Technical Knowledge
• A solid understanding of IT principles, including networks, hardware, and domains.
• Proficient in leading software applications, including MS Office, Lotus Notes or HCL notes in use?, and MS Outlook.
• Skilled in operating systems such as Windows and Mac software.
• Extensive experience in troubleshooting hardware and software for end-user devices.
• In-depth knowledge of mobile devices, particularly Android phones and iPhones.
• Have experience in building, configuring, replacing, and troubleshooting hardware components for end-user computers.
• Candidates should have experience in supporting devices such as printers and meeting room equipment.
• Understanding the principles of data backup.
• Familiarity with virtual environments, Mobile Device Management (MDM), and Virtual Private Network (VPN) systems.
• Strong knowledge and hands-on experience with systems like SCCM, MDM, Citrix, and similar platforms to enhance end user workspace services.
• Basic knowledge of infrastructure (compute and network) hardware architecture is necessary to understand the procedures shared by L2 teams during troubleshooting and H&E (hardware and engineering) support.

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