Desktop Support AdministratorLocation: San Juan, Puerto Rico Duration: ContractWho Are We Looking For?The Desktop Support Administrator role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment with minimum two years of experience which includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, Laptops, monitors, printers, and related peripherals) to ensure optimal workstation performance.Technical Skills:Install, upgrade, support and troubleshoot, Windows 10, other OS and Microsoft Office 365 and any other authorized/standard desktop applicationsInstall, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipmentPerforms general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipmentPerforms remedial repairs on computers, laptops, printers and any other authorized peripheral equipmentCustomize desktop hardware to meet user specifications and site standardsPerforms work in compliance within specified warranty requirementsReturns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levelsOn-site support and support for remote sites and work-from-home computingDiagnosing, verifying, recording and reporting downtime and providing immediate notification for all incidentsEmergency recovery maintenance for DesktopsDiagnosing & troubleshooting virus problems that can be fixed using antivirus tool deployedRe-installation of the anti-virus packages corrupted or deleted by the usersDay to day troubleshooting activitiesAsset lifecycle management, asset tracking, and end-of-life servicesPerform asset management activities to ensure hardware is properly assigned to the end users and tracked/updated in the Inventory Management SystemIncident, Problem, and Change Management within the EUC environmentSetup, configuration, and testing of standard equipment for new hiresPreparing and shipping equipment to be sent to new hires or as needed for support of work from home colleaguesTechnology reclaim process. Reclaiming equipment from separated colleagues. This includes shipping materials and prepaid shipping labels to separated colleagues to facilitate the return of company equipmentAbility to evaluate and test new technology for feasibility and implementation within EUC EnvironmentProvide technical assistance and training to end users on computer operating systems and standard applicationsProvide “Day One” focused support and assistance for new hire colleaguesProvide smart-hands support to perform basic technology management tasks that require on-site presence under instruction from such other support groupsParts replacement for existing servers resulting out of hardware failureProject execution/implementation such as Desktop PC or Laptop Refresh or similar as requestedProcess Skills:Excellent verbal and written communication skill in English LanguagesExperience in a large organization administering, operating, maintaining and securing large-scale enterprise desktop environmentsProven customer service excellenceWorking knowledge of ITIL methodologies, such as Incident, Request & Asset managementWorking technical knowledge of current protocols, operating systems and standardsAbility to operate tools, components and peripheral accessoriesSoftware and Hardware TroubleshootingWindows 10 experienceWindows Autopilot experienceMicrosoft Intune administration experienceMicrosoft Office 365 supportWorking knowledge of Enterprise Cloud Backup solutions (Microsoft OneDrive)Knowledge of all software applications used within the organizationEffective communication (both verbal and written) skillsAble to operate effectively in a team environment with both technical and non-technical team membersAble to operate with minimal supervisionAble to manage time effectively, set priorities appropriately, schedule calls/meetingsAble to operate within customer standard operating proceduresWorking knowledge of SCCM, AD modern technology7/2010 & 2016 and remote-control toolsGood knowledge on Enclosure cabling and troubleshootingGood knowledge on Ethernet & Fiber channel connectivity issuesNetwork Cabling and Patching experienceGood knowledge and experience with racking and de-racking of ServersBehavioral Skills:Professional appearance, image, and groomingSelf-confidence and interpersonal skillsAnalytical and problem-solving skillsStrong listening skillsStrong customer service skillsQualification:College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
Industry certifications, this can include CCNA, A+, or any similar Hardwaresupport certification.