Desktop Support at NovaLink Solutions LLC

Job Description:

Looking for Someone Local or Nearby to Wisconsin

DPI - Desktop Support IV

Job Description - Details

Customer service focused technical support, problem diagnosis, troubleshooting, resolution,

security, and maintenance of end-user devices and other related technologies and systems in

an enterprise networked environment.

1. Provide advanced troubleshooting and diagnosis of complex systems to resolve problems

with desktop computers and determine when to escalate issues to System Engineers for

resolution.

2. Provide Help Desk staff with guidance on effective use of remote support tools for efficient

end user support strategies and use remote tools to connect, diagnose, and resolve technical

support issues as necessary.

3. Support Wi-Fi connections/issues on both Agency provided equipment and guest/extranet

Wi-Fi services.

4. Setup and support PC hardware, peripherals, software and related devices.
5. Diagnose, research, and identify solutions as required to resolve reported system issues,

escalating or teaming with System Engineers as necessary.

6. Install and support Microsoft client operating systems in an Enterprise environment.
7. Install and support office productivity software, client and cloud-based.
8. Support, install, administer, configure, and maintain commercial software applications as

needed via an automation platform, including self-service access for user software

installations.

9. Follow agency protocols regarding use of directory services for managing access and

deployment of device policy and account rights.

10. Diagnose and resolve potential end user security breaches such as malware infections or

escalate, as appropriate, to agency security leads.

11. Assist in monitoring systems that track security across hardware and software on end-user

devices.

Enterprise Device Configuration Management, Automation, Administration, and Leadership

1. Administer asset management platform for the automated inventory and tracking of device

assignment and licensing of software for managed computers.

2. Act as Technical Service team’s liaison to other teams when dealing with intake, transfer, and

routing of user-reported incidents.

3. Provide experience-based strategy and continuation planning for projects, including foresight

and pre-planning where necessary.

4. Administer the device operating system deployments and computer management automation

platform (currently System Center) for the agency.

5. Lead team efforts to create, update, and troubleshoot software deployment platform.
6. Train new Help Desk employees as needed and provide documentation
7. Perform comprehensive configuration management of computer settings to ensure proper

security and feature availability.

8. Support the installation, configuration and maintenance of commercial software applications

as needed via automation platform, including self-service access for user software

installations.

9. Participate in ongoing improvements regarding use of directory services for managing access

and deployment of device policy and account rights.

10. Manage endpoint protection including automated remediation and updates.
11. Certify new equipment standards including laptops, monitors, docking stations.

Technology Help Desk Coordination and Documentation.

1. Provide direction and guidance for the processing and resolution of help desk tickets.
2. Determine best mechanisms for assignment of help request tickets among team.
3. Determine points of escalation for technology help from System Engineers by reviewing

issues prior to escalation, whenever possible.

4. Document knowledge in the form of knowledge base tech notes and articles
5. Help create and modify technical help documents and FAQs for managed devices in

coordination with requirements per System Engineers.

6. Provide input on increasing and improving efficient end user support strategies.
7. Work within the team to establish and maintain documentation on all platforms, protocols,

standards, and system maintenance activities related to device management and

troubleshooting

Requirements

Top Skills & Years of Experience:

- Excellent Customer Service and problem-solving skills required.

- Familiar with a variety of the concepts, practices, and procedures.

- Account management, device imaging and deployment, application deployment, and integration of agency configuration management for Help Desk staff to use daily

Nice to have skills:

- Relies on extensive experience and judgment to plan and accomplish goals. Independently performs a variety of tasks.

- 10+ years of experience in the following:

- A wide degree of creativity and latitude is expected.