Desktop Support Administrator

We are seeking a skilled Desktop Support Administrator to join our team and provide comprehensive technical support and administration for local desktop systems. This role will be responsible for delivering a range of services, including Incident Management, User Management, Hardware/Equipment support, and IT Asset and Configuration Management. The successful candidate will ensure all services are delivered in alignment with agreed Service Level Agreements (SLAs), ensuring optimal system performance and user satisfaction.

Key Responsibilities:

• Incident Management:

• Provide timely response, diagnosis, and resolution of desktop-related incidents.
• Track and report incidents, escalating issues when necessary to maintain SLA adherence.
• Ensure thorough documentation of incident resolution for future reference.

• User Management:

• Manage user accounts, permissions, and access rights in accordance with organizational policies.
• Provide support for password resets, account lockouts, and user profile issues.

• Hardware and Spare Parts Replacement:

• Perform diagnostics and replace faulty desktop components (e.g., RAM, hard drives, power supplies) as needed.
• Manage spare part inventory to ensure availability of critical hardware components.

• Equipment Provision and Installation:

• Install, configure, and de-install desktop hardware including telephony, printers, and other peripheral devices.
• Ensure new equipment meets company standards and adheres to predefined configurations.

• Network Support:

• Troubleshoot and resolve local network connectivity issues, collaborating with network teams as required.
• Assist in the installation and setup of network devices in office environments.

• Virtual Desktop Environment Support:

• Provide support for virtual desktop infrastructure (VDI), including setup, configuration, and troubleshooting.
• Ensure smooth operation of virtual desktops for end users, troubleshooting performance issues as necessary.

• IT Asset and Configuration Management:

• Maintain accurate records of IT assets, ensuring all equipment is logged and tracked throughout its lifecycle.
• Ensure compliance with company configuration management practices, ensuring hardware and software inventories are up-to-date.

Key Qualifications:

• Proven experience in desktop support, IT administration, or similar role.
• Strong understanding of hardware, software, and networking fundamentals.
• Familiarity with ITIL processes, particularly Incident, Asset, and Configuration Management.
• Experience with user management tools such as Active Directory.
• Hands-on experience with hardware repair and equipment installation.
• Knowledge of virtual desktop environments (VDI) and network troubleshooting.
• Strong communication and problem-solving skills.

Desired Skills:

• IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar are a plus.
• Familiarity with ServiceNow or other ITSM tools for managing incidents and assets.
• Experience working in an environment with strict SLAs and delivering high-quality service.

Soft Skills:

• Excellent interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team.
• Strong organizational and time-management abilities.

Work Environment:

• Onsite support required; some remote troubleshooting may be necessary.
• May require lifting and installation of hardware.
• Occasional off-hours support as needed to meet operational demands.