Ensure consistent, cost-effective, quality support of all company endpoints and services. Working on all aspects of end user device management including technology selection & procurement, configuration, upgrades and Tier 2 (client support) and 3 (vendor level) Service Desk support.
Act as point of contact for day-to-day end point software support such as SCCM and Intune, as well as remote support for any computer hardware or software break/fix and request tickets.
Evaluate, prioritize, and address tickets as they arrive to the End User Technology Support queue while maintaining the appropriate SLAs. Escalate issues to responsible teams when out of scope for client support team.
Develop and maintain positive relationships (internal and external) while always striving to attain the highest level of customer service and satisfaction.
Use Microsoft SCCM & Endpoint Manager to build and deliver software and patches to all endpoints, and image our fleet of computers for repairs, evergreening and computer refreshes, and new onboarding user setups.
Configure computers with commonly used software products such as Windows 10, Office 365 applications, SolidWorks, VPN client, Adobe suite, and other related engineering software.
Provide support and administration for iPhone mobile devices, telephony, conferencing and communication technologies.
Provide support and training for all end-user productivity technologies such as Microsoft 365 applications and other collaboration productivity tools.
Conference room equipment set up, support and preventative maintenance for TVs, projectors, and other AV equipment.
Troubleshoot Windows network accounts inclusive of password resets, account lockout, enabling/disabling accounts using Azure AD.
IT asset purchasing, tracking, inventory, e-waste and disposal of PC hardware and peripheral equipment.
Computer virus and malware removal and administration.
Printer/photocopier setup, service administration and support requests.
Assist in setting up and providing support for virtual machines in VMware horizon client and VMware workstation.
Provide basic training on the use of VPN and various ATS standard software to new users when required.
Contribute towards the internal knowledge database (Confluence) to allow team members to utilize the necessary resources to troubleshoot problems.
Skills and Experience
2-3+ years of related Service Desk, Desktop Support, End User Services or System Administration related experience
Troubleshooting skills for both PC hardware (memory, CPU, power supply, graphics) and software (Active Directory, Office applications, Exchange/E-mail); virtual desktop infrastructure.
Expert knowledge and experience with the supporting latest Windows desktop operating systems
Expert knowledge of PowerShell scripting, GPO, Microsoft SCCM/Endpoint Manager (creating and updating deployment packages, ensuring system compliance, management and monitoring of software distribution), Intune or similar technologies.
Knowledge of iOS & iPhone as well as MDM platforms would be an asset.
Hand-on experience with Microsoft 365 technologies and administration
General network communications knowledge with switches, routers, TCP/IP, wireless, DNS/DHCP.
Qualifications
Education Any graduate program majoring in Computer Science or a related study.
