Desktop Support

Description

OS deployment and application using SCCM and Intune.
Experience with the Windows 11 process of refreshing machines, and shipping out equipment.
Understanding of Office 365 or Microsoft 365 technology and any other client support or project interaction.
Be the liaison with Engineering teams collaborating for the resolution of complex desktop problems, communicating technical information, and implementing corrective and innovative solutions to front-line operations support teams.
Assist end-users with pre-migration tasks such as data backup and application compatibility checks.
Perform deskside hardware and software assessments to ensure compatibility with Windows 11.
Participate in the migration process by deploying Windows 11 on user machines according to established procedures.
Transfer user profiles, data, and settings to the new environment.
Troubleshoot any technical issues encountered during or after the migration and escalate complex problems as needed.
Provide end-user training on the new features and functionalities of Windows 11.
Document all support interactions and migration progress for future reference.
Maintain a positive and professional demeanor while working with users during the migration process.
Must be a self-starter and have good organizational skills.
Good at troubleshooting skills and imaging
Experience with the Ivanti ticketing tool will be a plus.
Monitor and analyze gap-building processes to rationalize, troubleshoot, and escalate technical problems with endpoint management clients, client inventory, application deployments, and security patching.

Responsibilities

• 6 + years experience in customer service and support of Windows Operating systems in a global enterprise environment from both software and hardware troubleshooting standpoint. and technologies such as AD, DNS, Exchange, and Citrix.
• 2 + years of experience with Configuration Management, MDM and Deployment methods with SCCM and Intune.
• Experience with deployment methods including inventory control, security baselining, patching, software, and application deployments.
• Understanding of Windows 11 new features, feature updates, and industry best practice processes.
• Understanding of Microsoft Patching Cycles & Policies, best practice processes. (ex. WSUS, Win10 Update Rings)
• Knowledge of new and emerging enterprise technologies (ex: Azure, Intune, Windows Analytics, Autopilot)
• Active technical certifications would be an asset.
• ITIL-Foundation and Agile experience an asset.