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    Desktop Support Engineer - Santa Clara, United States - Diverse Lynx

    Diverse Lynx
    Diverse Lynx Santa Clara, United States

    1 week ago

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    Description
    Job Title: Desktop Support Engineer

    Location: Onsite Day 1 - Santa Clara, CA

    Duration: Contract

    Job Description

    What are the top 3 skills required for this role?

    1. Desktop Support experience in a Corporate environment doing Deskside Support, Field Services, Walkup Support & Exec /VIP Support.

    2. AV Support - Conference room & Collaboration Tools support

    3. Experience in Supporting Windows, MacBook & Linux Environment.

    Job Description

    Job Title: Desktop Support Engineer

    1. Job Summary - highlight project details/what is exciting about the role:

    Provide onsite/remote end user support on multiple computer platforms: Windows, Macintosh, UNIX and mobile devices working from a World's Leading GPU

    Manufacturer Campus.

    2. Key Responsibilities - list what the person will be doing on a day-to-day basis: % of time

    • Provide onsite/remote end user support on multiple computer platforms: Windows, Macintosh, UNIX and mobile devices.

    • Provide OS support for end users includes troubleshooting, imaging, and new deployments.

    • Provide Hardware Support - For Dell/Lenovo/Apple branded Laptop & Desktops including troubleshooting & isolating issue and perform parts/service calls for onsite and remote users

    • AV Support - For conference rooms across client campus that is built with different Video Conferencing systems like Cisco VC. Support different collaboration tools like Teams, Zoom, Slack etc.

    • Provide Conference room support like doing daily room checks in the campus, being stand by by Support for Critical VIP meetings, supporting Company All Handson, Townhall meetings.

    • Provide end user support for multiple enterprise applications including e-mail, calendar scheduling, word, spreadsheets, presentations, all Internet browsers.

    • Provide Support for MS Office Suite, Encryption apps like PGP/Bit locker, Cisco VPN& other applications bundled with user machines

    • Provide mobility support for end users mobile devices includes basic installation and troubleshooting.

    • Expert knowledge in Device management via SCCM, Intune, JAMF.

    • Assist move support/Post Moves Support

    • Mobile Apps - Basic install and troubleshoot native app.

    • Loaner device support - For Laptops, mobile & peripherals.

    • Manage the user accounts in Active Directory such as password reset, account unlock etc.

    • Provide services to users spread across multiple locations and collaborating remotely with staffs in remote locations.

    • Understanding scope, limitations and providing best efforts

    • Creating awareness and education to our customers.

    • Encouragement to use available self-service initiatives (Password Reset, Duo portal, Wiki pages) and Vending Machines (Green Machine, Hardware Depot - Techs to understand the offerings and stock)

    • All incidents and requests need to be consistently recorded into ServiceNow.

    • Escalate the tickets, as required, via the Service Now ticket assignment to the appropriate group

    • Understand and adhere to ITIL processes such as Incident, Request fulfilment, Change and Problem management.

    Ensure all the tickets assigned are resolved within the agreed

    3. Job Requirements

    Extensive, Strong, Good, Fair

    Essential Skills:

    Prior experience working as an Onsite Sr Desktop engineer in a corporate environment supporting Windows, MacBook, and Linux.

    Roles & Responsibilities
    • Provide onsite/remote end user support on multiple computer platforms: Windows, Macintosh, UNIX and mobile devices.
    • Provide OS support for end users includes troubleshooting, imaging, and new deployments.
    • Provide Hardware Support - For Dell/Lenovo/Apple branded Laptop & Desktops including troubleshooting & isolating issue and perform parts/service calls for onsite and remote users
    • Provide end user support for multiple enterprise applications including e-mail, calendar scheduling, word, spreadsheets, presentations, all Internet browsers.
    • Provide Support for MS Office Suite, Encryption apps like PGP/Bit locker, Cisco VPN& other applications bundled with user machines
    • Provide mobility support for end users mobile devices includes basic installation and troubleshooting.
    • Expert knowledge in Device management via SCCM, Intune, JAMF.
    • Assist move support/Post Moves Support
    • Mobile Apps - Basic install and troubleshoot native app.
    • Loaner device support - For Laptops, mobile & peripherals.
    • Manage the user accounts in Active Directory such as password reset, account unlock etc.
    • Provide services to users spread across multiple locations and collaborating remotely with staffs in remote locations.
    • Understanding scope, limitations and providing best efforts
    • Creating awareness and education to our customers.
    • Encouragement to use available self-service initiatives (Password Reset, Duo portal, Wiki pages) and Vending Machines (Green Machine, Hardware Depot - Techs to understand the offerings and stock)
    • All incidents and requests need to be consistently recorded into ServiceNow.
    • Escalate the tickets, as required, via the Service Now ticket assignment to the appropriate group
    • Understand and adhere to ITIL processes such as Incident, Request fulfilment, Change and Problem management.
    • Ensure all the tickets assigned are resolved within the agreed SLAs.
    • Provide VIP (White glove) support.
    Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
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