30 Sep
Desktop Support Administrator
Vacancy expired!
- Responsible for all aspects of installation, repair, maintenance, and troubleshooting of all IT desktop hardware;
- Oversees build and imaging process, as well as development and future innovation, including staying aware of current trends to make recommendations on improvements for processes and physical devices;
- Manages and maintains documentation of procedures, processes, and reports related to asset and configuration management;
- Provides support to all other departments with any IT desktop hardware requests and maintenance-related issues;
- Manages resource scheduling and back-up support;
- Contributes to training and development of the Desktop Support team;
- Assesses, recommends and purchases new and replacement IT desktop hardware;
- Manages inventory and lifecycle of hardware assets (including dependencies) to ensure that modifications, withdrawals, and additions are correctly recorded by the team;
- Oversees and manages short and long-range departmental objectives, policies and operating procedures;
- Provides support to planning initiatives through analysis, reports and recommendations;
- Asset management of equipment from receiving to retirement;
- Oversees and manages scheduled, periodic and ad hoc desktop hardware projects;
- Manages incoming request & incident tickets in ServiceNow;
- Monitors the ticketing system for calls relating to printers, scanners, inventory and peripheral requests. Acknowledges and assigns tickets as appropriate;
- Follows up with customers regarding open issues and ensures delivery of stellar client service;
- Resolves tickets in a timely manner, managing stale tickets and escalations;
- Creates, implements and meets service level agreements (SLAs);
- Manages equipment inventory and maintenance; and
Vacancy expired!