EUC - Remote Desktop support -L2

Tata Consultancy ServicesCoppell, TX

30+ days ago

Job type

Remote

Job description

Technical / FunctionalSkills

Experience in End User Computing – Remote Desktop support
Service Management
Service Now
Knowledge of ITIL processes
Windows Domain knowledge

Roles& Responsibilities :

Deploy software and hardware

Troubleshooting and deploying end user compute devices including Laptop / Desktop / O365 / Hardware / COTS and Mobile applications

Basic troubleshooting on Application Support

Troubleshooting on VPN software and Collaboration tools

Troubleshooting on Password Reset tools and Remote Control tools

Strong knowledge of Microsoft based operating systems and Office applications

Working experience in ServiceNow

English proficiency / Good Communication in local language

Knowledge on Service Management / ITIL process

Provide onsite support as per site categorization to provide operational and technical support

Troubleshoot & Resolve Incidents and Problems associated with EUC Equipment and Software, and provide break / fix support, advice, and assistance to Authorized Users

Basic IT hardware troubleshooting skills w ith Windows 10 / 11 OS imaging and troubleshooting skills

MS Office and outlook troubleshooting and Basic networking skills

Moving equipment weighing up to 50 lbs

Server Touch support Services .

Video Conferencing / Projector / Printer basics troubleshooting

Overseeing receiving, distribution and asset inventory

Adhere to all warehousing, handling and shipping legislation requirements

Perform support for application certifications and deployment for endpoint software.

Coordinate with third parties as necessary to keep Equipment and Software in good working order.

PC Asset Support : Add, Move, Change, Update, Reassign of laptop / desktop devices

Manage hard and soft break fix services for laptops and desktops. Laptop and Desktop support admin with PC cycle and IMACD experience

Including the inventory management of new and redeployable assets. Asset management (Asset tagging or scanning, updating the Asset database with all changes performed or reported to maintain up to date and valid data in the CMDB)

PC configuration of new and redeploying (used) PCs in inventory. Including domain joins, copying / reloading of data, profile creation, adding printers, network & wireless configuration, reinstallation of software, applying patches, post installation validations of all activities, end user training of any new hardware / software / etc

Data wipe and recycle of retired PCs following disposal procedures and legal hold guidelines

Provide IT training to New Hires. IT training includes standard pc set up items such as bitlocker passwords,

PC break / fix support. Assist with hardware warranty support, if there is an agreement in place with the manufacturer be the user’s advocate in opening a ticket and arranging an appointment to have parts repaired or replaced

Provide a Loaner PC during repair or when the new PC is not in inventory. Wiping and re-imaging between users and backing up / copying end user data when necessary.

Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by the vendor.

Provide hardware and software support for remote users including shipping (and receiving) of equipment, or scheduling of 3rd party vendor support when necessary.

End to End Ticket Management – IM, PM & CM

LI-CM2