Key Responsibilities:
Desktop Hardware & Software Management:
Administer, configure, and support desktop systems (laptops, desktops, thin clients) for users, ensuring they are set up and ready for use.
Install, configure, and maintain operating systems (e.g., Windows, macOS) and software applications across all desktop devices.
Manage software installations, updates, and patch management for operating systems and software applications, ensuring they comply with security standards.
Support the rollout of new hardware and software systems, including system imaging, configuration, and deployment.
End-User Support:
Provide tier 1/2 support for end-user issues related to desktop systems, software, network connectivity, and peripherals.
Troubleshoot and resolve desktop-related issues related to hardware, software, and network connectivity, ensuring minimal disruption to end users.
Provide user training on software usage, best practices, and troubleshooting techniques to enhance end-user productivity.
Device & User Management:
Administer Active Directory and other user management tools to ensure proper user provisioning, authentication, and access control for desktop systems.
Manage user desktop configurations, including security settings, group policies, and network drives.
Monitor user desktop systems for performance, ensuring they are running optimally and securely.
Provide support for mobile device management (MDM) solutions, ensuring secure access for mobile and remote users.
Security & Compliance:
Ensure that desktops are configured to meet security requirements, including antivirus/antimalware software, firewall settings, and OS-level security policies.
Ensure desktops are compliant with corporate security policies, including data encryption, password policies, and multi-factor authentication (MFA).
Monitor desktop systems for vulnerabilities and apply patches and updates as necessary to protect against security breaches.
Support remote desktop access and VPN services to ensure secure, reliable connections for remote workers.
Incident & Problem Management:
Track, manage, and resolve support tickets related to desktop hardware, software, and network issues in accordance with SLAs (Service Level Agreements).
Identify recurring desktop-related issues and work with the infrastructure and development teams to implement long-term solutions.
Maintain a knowledge base of common issues and resolutions to improve efficiency in troubleshooting and resolution.
Configuration & Automation:
Use SCCM (System Center Configuration Manager) or other automation tools to deploy software updates, patches, and configuration changes to desktops across the organization.
Assist in creating system images for rapid deployment of desktop devices, ensuring consistency and security.
Support configuration management tools to automate and manage desktop deployments, ensuring they meet company standards.
Documentation & Reporting:
Maintain up-to-date documentation for desktop systems, including inventory management, configurations, support procedures, and troubleshooting guides.
Prepare regular reports on desktop system performance, incident trends, and user satisfaction for management review.
Document all desktop configuration changes, software installations, and system issues to ensure proper change management procedures are followed.
Collaboration and Vendor Management:
Work closely with the IT infrastructure team to ensure proper desktop integration with networking, server, and cloud systems.
Collaborate with third-party vendors for hardware and software support, ensuring effective resolution of issues and timely updates.
Ensure the timely procurement of desktop hardware, peripherals, and accessories in accordance with business needs.
Required Qualifications:
Bachelor's degree in Information Technology, Computer Science, or a related field.
2+ years of experience in desktop support, desktop management, or IT infrastructure services.
Strong understanding of desktop operating systems (e.g., Windows 10/11, macOS, Linux).
Experience with desktop management tools like SCCM, JAMF, or MDM solutions for device and software management.
Hands-on experience with Active Directory, Group Policy, and user management.
Familiarity with remote desktop services, VPNs, and cloud desktop solutions.
Knowledge of desktop security best practices, including data encryption, antivirus software, and patch management.

Desktop Management - Infrastructure Services

Job Description

Required Skills