Key Responsibilities: Desktop Support & Troubleshooting Deliver advanced support for desktops, laptops, and peripheral devices, including diagnostics and repair of hardware, operating systems, and applications. Resolve complex technical incidents and service requests promptly while maintaining high customer satisfaction. Support users in person and remotely, providing efficient solutions and detailed documentation of work performed. SCCM (System Center Configuration Manager) Manage software deployment, operating system imaging, and patch management through SCCM. Monitor system health, perform remote troubleshooting, and assist with application packaging and updates. Support the IT Team Lead with endpoint compliance and reporting. Ivanti Service Management Log, track, and update incidents and requests in Ivanti Service Management. Ensure adherence to SLAs, escalate unresolved issues when required, and maintain accurate, detailed records. Contribute to continuous improvement of service desk processes in line with ITIL practices. Cisco & AV Equipment Support Configure, maintain, and troubleshoot Cisco and Webex conferencing equipment, including Room Kits and other AV solutions. Set up and manage AV environments for meetings and executive sessions, ensuring seamless performance. Support integration between Webex, Microsoft Teams, and meeting room technologies. Microsoft Teams & Webex Administration Provide technical assistance with Teams and Webex scheduling, configuration, and troubleshooting. Support both end-user devices and conference room setups to ensure high-quality meeting experiences. ITIL & Process Alignment Follow ITIL-aligned procedures for incident, problem, and change management. Document recurring issues and propose preventive or permanent resolutions. Maintain consistency in service quality and process adherence across all support activities. Hardware & Software Management Perform advanced installations, repairs, and configurations of hardware and software. Ensure systems are patched, secured, and aligned with organizational standards. Assist with equipment replacement cycles and maintain asset tracking accuracy. User Support & Training Provide end-user guidance and training for desktop and AV systems. Develop user manuals and technical guides where required. Deliver clear and courteous communication when assisting non-technical staff. Project & Site Support Participate in IT projects such as rollouts, office moves, and technology upgrades. Ensure all work aligns with company timelines, standards, and documentation requirements. Collaborate with peers at other sites to maintain consistent technical practices. After-Hours & Executive Support Be available for scheduled overtime and after-hours work during system upgrades or high-level events. Provide on-site support for executive and board meetings requiring advanced AV setups. Required Qualifications: Education: A Certification (CompTIA or equivalent) Mandatory N Certification (CompTIA or equivalent) Mandatory Additional certifications in ITIL, Microsoft, Cisco, or AV technologies Advantageous Experience: Minimum 5 years of technical support experience in a desktop or endpoint support role. Strong experience with SCCM (deployment, imaging, patch management). Working knowledge of Ivanti Service Management or similar ITSM tools. Proven ability to support Cisco conferencing systems, Webex, and Microsoft Teams. Experience providing AV support in professional or executive settings. Technical Skills: Expert-level knowledge of Windows desktop and laptop environments. Strong troubleshooting skills across hardware, operating systems, and networks. Familiarity with ITIL-based service management processes. Competence in managing and supporting AV and conferencing technologies. Personal Attributes: Professionalism: Maintains a polished, reliable presence when supporting executive and high-profile users. Communication: Clear, respectful communicator capable of translating technical details for non-technical staff. Problem-Solving: Demonstrates initiative and analytical thinking in resolving complex technical issues. Collaboration: Works effectively with the IT Team Lead, peers, and cross-departmental teams. Time Management: Balances multiple priorities efficiently in a dynamic environment. Flexibility: Willingness to travel and provide after-hours support as needed. Additional Requirements: Valid drivers license and reliable transport. Ability to lift, move, and install computer equipment. Willingness to travel between company sites when required. Compensation & Benefits: Competitive salary based on experience and qualifications. Health insurance and retirement benefits. Professional training and certification opportunities. Overtime pay or time-off-in-lieu for after-hours work. Cell phone allowance.
